Involve customers and cede control over certain activities by providing them an obstacle-free, easy-to-navigate and secure platform to perform tasks

• Read Time : 4 mins

• Tags
• Customer satisfaction
• Customer Involvement
• Self Service
• McDonald’s

Skilled, knowledgeable employees help their companies gain enduring competitive advantage

• Read Time : 4 mins

• Tags
• Howard Schultz
• Southwest Airlines
• Tony Hsieh
• Zappos
• Starbucks
• Customer satisfaction
• Ritz-Carlton
• Herbert Kelleher
• Domino's Pizza

The measures that matter: cash flow, customer satisfaction, employee perception and reputation

• Read Time : 3 mins
• 1 Comment

• Tags
• Days sales outstanding
• Samit Ghosh
• Company reputation
• Wipro
• Customer satisfaction
• Cash flow
• Azim Premji
• Employee perception
• Financial metrics
• Ujjivan

Companies like Amazon, IKEA and Ritz-Carlton are proactive in anticipating customer's needs and nipping problems in the bud

• Read Time : 6 mins

• Tags
• Amazon
• Big Data
• IKEA
• Brand advocates
• Customer satisfaction
• Ritz-Carlton
• Behavioural economics
• Jeff Bezos