Tweeting your way out of disaster

2017 ◽  
Vol 33 (8) ◽  
pp. 17-19
Keyword(s):  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Service Failure ◽  
Content Type ◽  
Pertinent Information ◽  
Customer Services ◽  
A Company ◽  
Practical Implications ◽  
Do So

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Social media now rules our online lives. It is an inescapable part of our modern existence, and as such, it is being embraced by companies to allow them to survive in the digital age. Twitter is becoming the go-to destination for customer service issues, mainly because of its public and instantaneous nature. Customers are able to make use of a huge audience and the potential for brand damage to a company by using Twitter to complain about a service failure. The costs are now so great that companies need to seriously consider and invest in their Twitter customer services. Success here can not only mitigate brand damage, but also improve it, whereas failure to do so can be catastrophic. Twitter is now the key to how well a company can do globally. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

It’s not what you know, it’s what your organization knows

2017 ◽  
Vol 33 (7) ◽  
pp. 8-10
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Middle Manager ◽  
Content Type ◽  
Pertinent Information ◽  
Customer Services ◽  
Practical Implications ◽  
Good Manager

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings There is a person in every office of any organization you could mention − let us call her Doris − who is the go-to manager for almost any query or problem that arises. Doris is a very good manager − she is on top of her work, is approachable and helpful and has some good ideas about how the organization should be run. Doris has also been there longer than any other middle manager and has also worked in a number of different areas of the business. Currently, Doris is in charge of customer services and, as such, has an overview of bill payments, contracts and outputs from the firm. In short, Doris is a huge asset to the company. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

A study of two innovative workplace programmes for workers with intellectual disabilities (WWID) in Australia revealed their positive influence

2018 ◽  
Vol 26 (4) ◽  
pp. 5-6
Keyword(s):  
Intellectual Disabilities ◽  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Positive Influence ◽  
Working Environment ◽  
Content Type ◽  
Pertinent Information ◽  
A Company ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings A study of two innovative workplace programs for workers with intellectual disabilities (WWIDs) in Australia revealed their positive influence. The study has a number of practical implications. The first is that HR departments can play a significant role in developing innovative projects that help WWIDs to settle down in a company. Ideally, the programs help them to move from feeling like “outsiders” to being “insiders,” who understand the working environment and feel closer to their colleagues. The best moment for such innovative programs is right at the start of employment. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Simply the best … customer service

2020 ◽  
Vol 36 (7) ◽  
pp. 41-42
Keyword(s):  
Case Studies ◽  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Service Industry ◽  
Cutting Edge ◽  
Content Type ◽  
Customer Delight ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The customer has not been coming first for decades, but a new pressure to create customer delight is changing the service industry. This review looks at how customer delight can benefit employees as well as customers. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Redefining IT departments as strategic catalysts of competitive advantage

2019 ◽  
Vol 35 (9) ◽  
pp. 29-31
Keyword(s):  
Customer Service ◽  
Business Performance ◽  
Design Methodology ◽  
Reading Time ◽  
New Technology ◽  
Content Type ◽  
Service Levels ◽  
Pertinent Information ◽  
It Departments ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on the increasingly strategic nature of an IT department's decisions in our digitized economy. Surveying IT experts from multiple industries reveals that influential IT teams significantly drive both financial and non-financial business performance and competitive capacity; for example by applying new technology to increase customer service levels. Originality/value The briefing saves busy executives, strategists and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

Next level customer service

2020 ◽  
Vol 36 (9) ◽  
pp. 23-25
Keyword(s):  
Case Studies ◽  
Customer Service ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Start Up ◽  
Pertinent Information ◽  
Practical Implications

Purpose Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings Why people buy things is still, despite decades of research and observation, a relatively mysterious phenomenon. Every day hundreds of firms start up and a similar number fail, and all of them have the same hope – that people will spend their money on the things they are providing. And yet those firms that start up, with all of the planning and investment behind them, will still be unsure if that expenditure will happen on their things. Just as those firms that have failed once benefited from that spending before it started to stop. Practical implications Provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Original/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

IKEA has the last laugh

2014 ◽  
Vol 30 (3) ◽  
pp. 16-18
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Fair Share ◽  
Content Type ◽  
Pertinent Information ◽  
A Company ◽  
Practical Implications

Purpose – This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach – This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings – Say what you like about IKEA, it attracts far more than its fair share of publicity – some of it self-generated, some of it triggered by customers, some of it part of comedians' stand-up routines, and most of it welcomed by a company which has, despite being the world's largest furniture retailer, even bigger ambitions Practical implications – The paper provides strategic insights and practical thinking that have influenced some of the world's leading organizations. Originality/value – The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to digest format.

Fairness and the fast food employee

2018 ◽  
Vol 26 (5) ◽  
pp. 8-10
Keyword(s):  
Case Studies ◽  
Customer Service ◽  
Fast Food ◽  
Design Methodology ◽  
Reading Time ◽  
Customer Behavior ◽  
Employee Behavior ◽  
Content Type ◽  
Pertinent Information ◽  
Practical Implications

PurposeThis paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies.Design/methodology/approachThis paper is prepared by an independent writer who adds their own impartial comments and places the articles in context.FindingsIs the customer always right? This somewhat hackneyed phrase is still trotted out by many managers when seeking to underline the importance of customer service. Of course, all employees should aim to give the best service they are able to within the parameters of their role, but sometimes, the customer may not be all they seem to be, and employee behavior has to be understood more widely. After all, we all have seen customer behavior that lacks any kind of respect for retail employees. We may even have been guilty of this ourselves.Practical implicationsThis paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations.Originality/valueThe paper saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent, information and presenting it in a condensed and easy-to-digest format.

Prevention is better than cure

2020 ◽  
Vol 36 (4) ◽  
pp. 36-38
Keyword(s):  
Middle Ages ◽  
Design Methodology ◽  
Reading Time ◽  
East India Company ◽  
Content Type ◽  
Pertinent Information ◽  
Set Up ◽  
A Company ◽  
Practical Implications ◽  
Better Than

Purpose Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings When looking at human history, it is interesting to note that companies are a relatively recent phenomenon. They started appearing mostly in Japan in Medieval times, before growing more widely in the Middle Ages before becoming international with the likes of the East India Company and others that were set up with the agreement of the British Crown. Since their beginning, there has always been a strong theme attached to firms which has likened then to human bodies. People refer to the ‘heart’ of a company or its ‘soul’; firms are described as ‘ailing’ or ‘thriving’; even the word ‘corporation’ comes from the Latin word for body. It seems that in seeking to understand how firms work, we use anthropomorphic language to describe them. Practical implications Provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/Value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

The importance of looking good

2016 ◽  
Vol 32 (7) ◽  
pp. 14-16
Keyword(s):  
Social Media ◽  
Design Methodology ◽  
Reading Time ◽  
Online Communication ◽  
Fundamental Aspect ◽  
Content Type ◽  
The Public ◽  
Pertinent Information ◽  
A Company ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings The ever-widening expanse of social media means that all companies now need an online profile. But such increased exposure means that companies are now under the influence of the public to look good. The need to strive for a good e-reputation is a fundamental aspect of any social media presence for a company. Instant communication means that public dissatisfaction can accumulate uncontrollably. Therefore, effective online communication of ethical plans and initiatives by companies through social media is a key concern. Practical implications The paper provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

“Well they would say that, wouldn’t they!”

2016 ◽  
Vol 24 (5) ◽  
pp. 25-27
Author(s):  
Simon Linacre
Keyword(s):  
Case Studies ◽  
Design Methodology ◽  
Reading Time ◽  
Cutting Edge ◽  
Content Type ◽  
Pertinent Information ◽  
Holding Back ◽  
A Company ◽  
Practical Implications

Purpose Reviews the latest management developments across the globe and pinpoints practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings What is cynicism? To the manager, it is a cancerous, evil flow of negativity that stops employees from getting on with the job they are paid to do; it is the holding back of a company on the rise; it is the contamination of enthusiastic, young employees with so-called wise words from more experienced members of staff. In short, it is nothing less than the almost willful sabotage of all the good things a company tries to do. Practical Implications Provides strategic insights and practical thinking that have influenced some of the world’s leading organizations. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

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