One of the biggest challenges facing companies right now is how to keep a distributed workforce motivated and productive. For some employees working from home is a gift. It beats the traffic, trains and planes it takes to get where you need to be, and employees feel more focused than ever. For others, however, it is …
– Written by Elizabeth Farquhar for the Center for Services Leadership Communications play a critical role in maintaining brand trust every day. Brands do this with customers much in the same way humans do with each other – through honesty, transparency, empathy, and by matching behavior to those values. During a crisis, trust is more …
– Written by Elizabeth Farquhar for the Center for Services Leadership Months before the U.S. woke up to the threat of COVID-19, Ron Zielinski was hearing about a new kind of pneumonia in China. Zielinski, who leads Global Customer Services for Coherent Inc., heard from one of his managers in Singapore in late December that …
A recent survey shows just how unsatisfied Americans are with the products and services they buy. The 2020 Customer Rage study, conducted by Customer Measurement Care and Consulting (CCMC) in conjunction with the Center for Services Leadership at W. P. Carey University and Kraft Heinz, shows more than two thirds of households experienced at least …
– Written by Elizabeth Farquhar for the Center for Services Leadership After the World Health Organization declared a pandemic on March 11, State Farm shifted into catastrophe mode. By March 20 everyone was working at home. It was a remarkably nimble move for a large company where relatively few had been working remotely in the …
