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What do Nike, Bank of America, and Earthlink have in common? They were all part of a research study recently conducted by the Corporate Executive Board. One of the core focus areas of the study was the link between customer service and loyalty. Although much of the study addressed the call center experience, the key […]

In news articles that come out on a daily basis, business retention and expansion successes are touted. Oftentimes, these articles announce an expansion of a plant, consolidating functions from other locations to the local facility, or moving into a larger local facility. But for all these good things to happen, they don’t simply occur on […]

You may have read the articles that came out recently that addressed the Federal Government’s plans to call different physician practices as a prospective patient. These callers would not have asked questions for the true purpose of learning the answer or becoming a patient. These are mystery shoppers. These are individuals who call to see […]