The Great Recession has exacted quite a toll on employees, leaving them more dissatisfied and distrustful than ever.  Recent studies have shown that the majority of employees plan to jump ship as soon as the economy recovers.  Is your business prepared for this looming wave of turnover?  Learn more... 

While organizations frequently tout the importance of satisfying internal customers, rarely are basic customer experience management techniques applied to those audiences.  This is perhaps best demonstrated by the often contentious relationship between business units and their corporate "shared service" functions.  Read the Watermark Case Study, "Making Shared Services Work" to see how one such unit successfully turned critics into advocates. 

Is your relentless focus on a customer satisfaction metric driving your employees to do bad things?  Read about one common survey pitfall that can turn priceless customer feedback into really meaningless drivel.  Learn more...