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Roxanne Emmerich
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Entries by Roxanne Emmerich

The Gift of the Heard Complaint

(1) Comments | Posted December 6, 2010 | 12:25 PM

Nobody likes to hear a complaint or criticism. But far worse than the complaint you hear is the complaint you don't hear -- which is most of them.

On average, just 4 percent of dissatisfied customers will actually complain. But an estimated 80 percent of those you don't hear from...

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Join the Enlightenment: Make the Focus Shift from Customer Satisfaction to Customer Success

(1) Comments | Posted November 19, 2010 | 10:42 AM

Hardly a day goes by when I don't hear some CEO puzzling over customer satisfaction scores, wondering what kind of mysterious alchemy could possibly bring them out of the gutter?

As if we don't know.

The first problem is with that terrible phrase, "customer satisfaction." Everybody likes to be satisfied,...

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Delusions of the Workplace

(3) Comments | Posted April 6, 2010 | 11:25 AM

According to a recent report from, employers estimated that 37 percent of their staff were looking for other work. The actual number? A whopping 65 percent!

How can you make realistic staffing plans when your estimates are so far off the mark?

A Business Week survey demonstrates the...

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Make the Decision to Engage

(6) Comments | Posted February 27, 2010 | 1:52 PM

A recent survey by the Conference Board finds that only 45 percent of employed Americans are satisfied with their jobs. Most of those plan to look for something new once the current unpleasantness is done -- presumably because everything will be red roses and caramel mochaccinos in the new workplace.

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When Failure Is Not An Option

(4) Comments | Posted January 11, 2010 | 10:04 AM

It's hard to beat the movie Apollo 13 for drama. Over 200,000 miles from Earth, in the vacuum of space, an explosion disabled a space capsule on its way to the Moon. The explosion damaged power lines and an oxygen tank.

The mission was over. And it would have been...

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