Tag: customer service

Which particular aspects of culture drive superior business performance and positive engagement by managers and staff?

10 steps for HR: how to build a strong customer culture

HR professionals understand the impact culture has on employee engagement and business performance. But what is harder to establish, is which particular aspects of culture drive superior business performance and positive engagement by managers and staff – and more importantly how to measure it, writes Linden Brown Research by MarketCulture […]

Angus Dorney, director and general manager of Rackspace Australia, says values are the heart and soul of the company’s success

Rackspace’s 3 keys to achieving great net promoter scores

Hiring people based on values fit, skills and capabilities – in that order – is an important key to achieving great net promoter scores (NPS) within managed cloud computing company Rackspace, according to its local director and GM, Angus Dorney. Rackspace stringently adheres to its values in the recruitment process, […]

TAL encourages high levels of collaboration, openness, trust and accountability, which all helps in building an ethical business, according to its group CEO, Jim Minto

How TAL generates a people productivity dividend

In response to considerable change in life insurance markets, TAL has reorganised how it does business in order to provide customers with a seamless, engaging experience which helps them understand the firm’s value proposition, according to its group CEO, Jim Minto. “Building consumer trust is a huge issue for this […]

Caitriona Hayes, general manager of human resources for iiNet, is no stranger to the challenges of complexity and competition

3 keys to iiNet’s culture of customer success

A strong focus on net promoter scores (NPS) has been foundational to iiNet’s ongoing success, according to its head of HR, who said its customer service has played a key role in differentiating it from the competition and attracting and retaining customers. “When you look at us versus our competitors, […]

Regan Taikitsadaporn, Asia Pacific CHRO for Marriott International

HR: powering Marriott’s competitive service edge

Marriott International is on an aggressive growth path both globally and throughout the Asia Pacific, and HR is playing a critical role in ensuring the company has the right talent to meet its ambitious growth plans, according to its Asia Pacific CHRO, Regan Taikitsadaporn. In the Asia Pacific alone, Marriott […]