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A customer-oriented organization places customer satisfaction at the core of each of its business decisions. Customer orientation is defined as an approach to sales and customer-relations in which ...

Having a great, customer service-oriented company culture isn’t the sole province of luxury brands and high-end service providers. To the contrary, great customer service can happen at any style of ...

Gadi Dechter examines the Government Customer Service Improvement Act to highlight its strengths and suggest further steps to boost confidence in our government. The Government Customer Service ...

I’ve been digging into customer service books over the past couple years, and it never ceases to amaze me how many companies just don’t get customer service right. And just how easy it is to get right ...

Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new ...

The capacity for a firm to innovate often depends on how customer oriented it is. As I show in a research paper published back in 1997 this dynamic leads to better products and easier marketing, ...

The pace of regulatory change to the legal sector in England and Wales over the past few years have been relentless and bewildering for the profession. What with the changes to ‘no win, no fee’ and ...

We are entering a new phase of IT where organizations must orient delivery of service across the entire IT supply chain to behave and operate in a real time manner. Those organizations that don’t ...