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The Relationship between Organizational Structure and Employee Creativity
This study is performed with the target of explicating the relationship between organizational structure with its dimensions (formalization, complexity and centralization) and employee creativity in Saveh Aluminum Pars Company during 2012
Brands failing to provide customers with ID theft advice
Businesses are failing to provide sufficient guidance to their customers on how they should keep their personal information safe.
Customer service crisis in the UK?
A third of British shoppers believe that customer service standards are worse than ever, according to a new survey.
Revisiting your customer strategy: The five questions to consider
To help reappraise your strategy, or pull one together for the first time, Tom Darnell provides the following checklist.
Is customer effort a better predictor of loyalty than customer delight?
Keith Pearce looks at the implications of the Customer Effort Score really being the best predictor of repurchasing.
Customer feedback breakthrough: Time for text analytics?
Dan Lee explores how text analytics is allowing CEM to view and act on structured and unstructured feedback together.
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