Lead Change Blog

FEBRUARY 12, 2015

One of de Meo’s early steps was to travel the globe (154 countries in 24 time zones) to meet all employees. It is Zappo’s CEO Tony Hsieh working in the call center on the phone when call volume is especially high. It is Harley-Davidson leaders riding with customers as a part of a Harley Owner’s Group (HOG) outing.

Open-book 150

Open-book Airlines CEO Hotels 150

Strategy Driven

SEPTEMBER 10, 2019

Home call center or customer support agent. Terry Lifts can make traveling from floor to floor for work much easier and quicker, are unobtrusive and don’t require significant structural changes to your property to install. The options available to you are limited only by your own imagination. Online tutoring. Freelance writing.

Telemarketing 50

Telemarketing Software Call Center Retail 50

CO2

SEPTEMBER 12, 2011

It is an online cost I ran a call center business for 18 years and Norada's Solve360 CRM. DropBox – I travel with iPad, iPhone, and sometimes my MacBook Pro while leaving at home my Windows-based PC and Office-based PC. Three favorites are: Solve360 – This is by far where I spend the bulk of my time.

Technology 120

Technology CRM Document Travel 120

Terry Starbucker

JULY 23, 2018

I got out of my office and traveled to where the transactions took place, and our customers were served. I knew the new suit really “fit” the day I sat in my office and decided to personally meet face to face with 87 people we had decided to lay off in a call center consolidation. The fair exit package wasn’t enough.

Leadership 181

Leadership Learning-by-Doing COO Follow-up 181

Harvard Business Review

JULY 19, 2013

What is markedly different about the company is these rates are only available through the Getaroom.com call center. The model is also different because we tell the traveler the name of the hotel, but not the actual rate until they book, while other models offer the rate but not the hotel name. We built a U.S.-based

Entrepreneur 9

Entrepreneur Hotels Travel Call Center 9

Harvard Business Review

FEBRUARY 12, 2016

For example, a Stanford University study found a 13% increase in productivity among call center employees who worked from home four out of five days per week. The call center teleworkers also reported increased job satisfaction, and their attrition rate halved.

Travel 8

Travel Guidelines Call Center Attrition 8

Harvard Business Review

FEBRUARY 8, 2012

Customer call length has even become a badge of honor at the company's 24-hour call center — last we checked, the record was eight hours on the phone with a new widow whose husband had been in charge of buying the children's shoes. Let's go back to that call center. Simplify the front office.

Airlines 14

Airlines Call Center Retail Bottom-up 14

Harvard Business Review

JULY 15, 2015

Responding to customer care issues over social media can cost as little as one sixth of a call center interaction while generating higher levels of customer satisfaction. One leading hotel chain, for example, provides travel tips to travelers, even those not staying with them, to further its mission of hospitality.

CRM 8

CRM Company Airlines Guidelines 8

Harvard Business Review

OCTOBER 17, 2011

When I graduated college, I headed off to the Peace Corps in Latin America to travel and change the world. Travel I did. Go get a job waiting tables, working at a call center, or freelance for a small business. I'm no so sure about changing the world. And I didn't end up in the international aid field either.

Career 15

Career Travel Long-term Call Center 15

Harvard Business Review

JANUARY 28, 2015

A traveler arrives in a foreign country and attempts to use his credit card to make a purchase. Similarly, bills and call center script guidelines reinforce the same personal tone that’s been established. It is the same card he used to buy the plane ticket and book the hotel.

COO 8

COO Planning Metrics Call Center 8

Harvard Business Review

FEBRUARY 3, 2011

I travel a lot, baseball season starts soon, and the Red Sox are going to be fun to watch this year , so I upgraded my TiVo recently. He made a phone call. He read some numbers off my TiVo's configuration screen to a colleague in a call center, who presumably did something at a computer, after which my DVR and Comcast got along fine.

Company 14

Company Technology Call Center Travel 14

Harvard Business Review

MARCH 25, 2015

However, they held the line when it came to assigning customers randomly to call center employees. Dedicated call center support was a critical aspect of the concept learned during customer research and had to be protected. They use experiential storytelling to keep key decision-makers informed.

Innovation 8

Innovation Storytelling Document Call Center 8

Harvard Business Review

JANUARY 23, 2015

To answer the question systematically and scientifically, we and two of our students ran an experiment with Ctrip, China’s largest travel agent. Ctrip decided to run a nine-month experiment with its airfare and hotel divisions in the firm’s Shanghai headquarters call center.

Policies 8

Policies Call Center Attitude Survey Hotels 8

Harvard Business Review

APRIL 28, 2016

They’ve redesigned their core processes in the area of procurement (online shopping), talent acquisition (marketplaces), collaboration (social networking), market research (peer reviews), finance (mobile payments) and travel (room and ride sharing). Have you reinvented your core processes to the same degree?

Loyalty 8

Loyalty Peer Review Efficiency Call Center 8

Harvard Business Review

JUNE 4, 2015

These have multiple causes including the shift of the economy to services and information-intensive activities, productivity growth, the appearance of new products and services, demographics, and continued offshoring that now includes services ranging from call centers to medical procedures. million, were the largest in U.S.

Technology 8

Technology Offshoring Marketing Health Care 8

Harvard Business Review

MARCH 16, 2015

For the organization that has a severe noise problem (think call centers or co-working spaces that are becoming very popular among entrepreneurs and startups), there are a few surprising and stylish fixes that can be installed to reduce sound.

Bottom-up 8

Bottom-up Environment Productivity Products 8

Harvard Business Review

MAY 8, 2017

The list includes a health care company that was once near bankruptcy (DaVita), a software firm whose stock price stagnated for a decade (Microsoft), a travel website that faced overwhelming competition (Priceline), a food giant that seemed to lose its focus (Danone), and a steel company that faced new pressure from lower-cost rivals (ThyssenKrupp).

Franchising 15

Franchising CEO Business Model Strategy 15

Harvard Business Review

APRIL 29, 2013

From Zappos, it copied the ideas of putting its telephone number on every page (to build trust) and having employees work three days in call centers (to better understand customer issues). It has moved into other product categories such as travel with Ozon.travel. The company freely uses best practices it finds abroad.

Globalization 8

Globalization First-mover Advantage Retail Business Model 8

Harvard Business Review

MARCH 11, 2015

After you enter your preferred travel details and click submit, you see the different websites that it’s searching and a running tally of the best rates found so far. They were also less likely to call in and use automated response, too, which is marginally more expensive than online banking. Kayak.com is a good example.

Banking 8

Banking Technology Norton Ryan 8

Harvard Business Review

NOVEMBER 6, 2015

Now they can selectively choose what they allow websites to put in their browsers, which are people’s main vehicles for traveling online. Before ad blocking, individuals had little choice about taking or leaving what websites gave them. They also have their first crude instrument for expressing demand.

Advertising 8

Advertising CRM Long-term Short-term 8

Harvard Business Review

SEPTEMBER 29, 2016

To find out, we investigated the effect of air pollution on call-center workers at Ctrip, China’s largest travel agency. Workers at Ctrip are knowledge workers; they spend their day not in a factory or on a farm, but handling customers’ phone calls.

Productivity 8

Productivity Products Cost-Benefit Analysis Call Center 8

Harvard Business Review

APRIL 25, 2018

Managers in banks, hospitals, police departments, call-centers, and retail outlets who want to know what employees are up to can now quite easily do so. Rather, this surge in surveillance was in part triggered by travelers’ repeated complaints that their belongings went missing during screenings.

Travel 9

Travel Airlines Transportation Call Center 9

Harvard Business Review

APRIL 27, 2015

They have given their social media staff a clear mission and a great deal of autonomy; the account’s managers chat with customers, offer up front to solve problems, and empathize with frustrated travelers. call centers). But the worst have exported their old tricks to new media.

Company 8

Company Airlines Brand Analysis 8