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360-degree feedback

14 results
of 2
Erica Bell

There’s no escaping it. At some point or another, or maybe in waves, your business will get complaints, poor customer reviews, and/or negative feedback. Small businesses and major corporations deal with this. With the influence of the internet on...

Contributor: Erica Bell
Tue, 10/16/2012
Diana Davis

Voice of the customer (VOC) is a technique to understand your customer’s needs and requirements. Objective metrics like the number of product returns or subjective metrics like customer feedback on their overall satisfaction can help your...

Contributor: Diana Davis
Sun, 09/09/2012
Adi Gaskell

Achieving continuous improvement in a process is easy when you’re dealing with inanimate objects. If you spend less money or stop wasting raw material they won’t get upset or complain of hurt feelings. Yet when it comes to giving negative...

Contributor: Adi Gaskell
Thu, 05/03/2012
Deborah Miller

How the people side of change impacts business transformation results

People are the hardest part of business change, writes Deborah Miller from Global 360. If you want to increase the chance of success of change efforts, you need to...

Contributor: Deborah Miller
Mon, 06/20/2011
Helen Winsor

It's been a difficult year all round for many European airlines. Not only did they have to contend with the ongoing downturn in passenger numbers and business travel, but also had the fall out (pardon the pun) from a certain unpronounceable...

Contributor: Helen Winsor
Mon, 11/08/2010
Vivian Blade

As any Process Excellence leader would know, leveraging customer satisfaction feedback is crucial for initiating effective process improvements within an organization. To ensure successful process improvements, organizations must put in place...

Contributor: Vivian Blade
Wed, 05/19/2010
Genna Weiss

When the Fleet Readiness Center South West (FRCSW)—the Commander Naval Air Force’s premier West Coast aircraft maintenance, repair and overhaul facility specializing in the support of Navy and Marine Corps aircraft and related systems—could not...

Contributor: Genna Weiss
Tue, 09/22/2009
Satya Gopal Kalluri

Outsourced call center vendors normally see a disconnect between the service that they provide and the expectations of end customers who receive the service. This often happens because of the limited volume of end customer feedback and the gaps...

Contributor: Satya Gopal Kalluri
Tue, 09/22/2009
Doug Burgess

In today’s fast-paced global economy, organizations must be nimble enough to adapt to the ever-changing needs of their customers. As apparent in most firms, what customers value today won’t necessarily be what they value tomorrow. In this Six...

Contributor: Doug Burgess
Mon, 09/21/2009
Shaun Sayers

A little while ago I got involved in an online discussion about how best to align the customer experience with process improvement. As a concept it’s something that is quite easy to buy into. Customer satisfaction certainly is delivered through a...

Contributor: Shaun Sayers
Sun, 09/13/2009
14 results
of 2