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Outstanding customer service can be created by a variety of approaches to training, all of which complete the puzzle of service excellence. Team training - the in-person, interpersonal approach - delivers key benefits to all levels of management and service staff. In the team approach to training, front-line staff sees leadership and commitment in action. Learning together reinforces positive solutions and approaches among staff members. Team training also provides a forum for clear, communication including questions and consistent responses. Read the Team Approach to Training Article >
While the retail sector has been tuned into loyalty programs for years, (CVS, for example) health care, senior living and human services organizations are just beginning to realize the importance of loyalty. In fact, loyalty as a customer behavior and attitude, is more important than satisfaction. Read
the Satisfaction is Cheap, Loyalty is Priceless article
(PDF) >
Staff turnover continues to be a huge problem for service providers. Unnecessary employee turnover is directly related to customer turnover and costs service-based business thousands of dollars annually. Why do some organizations seem to have a stable, reliable workforce while others do not? The research indicates that there are a few counter-intuitive factors associated with employee loyalty. Read
the Taking The Pulse Of Employees article (PDF) >
Strategic Alliance for International Opportunities Stackpole & Associates is pleased to announce the formation
of a strategic business alliance with the Montpellier
Marketing Communications Group, a leading marketing communications
and public relations firm with offices in London and Cheltenham,
England. By joining forces, these two organizations now offer their
clients research, marketing and public relations services for service
organizations doing business in the US, the European Union, and
Asia. Working together, Stackpole & Associates and Montpellier
offer their clients the best talents on both sides of the pond.
An Innovative Business Solution that Enhances Social Responsibility
The concept is the brainchild of SHARED, which takes a revolutionary approach to solving business problems by simultaneously creating opportunities to do good, "Cookin' for a Cause", the first project of its kind for all three organizations, sets the example for innovative business solutions with a social conscience. Irving Stackpole is a member of SHARED's Board of Directors and
volunteers his marketing expertise to assist organizations like
Kisco who participate in the "Cookin' for a Cause" project.
For more information about the "Cookin' for a Cause" project,
visit: www.healthshares.org/cookin.
Irving Stackpole, President of Stackpole & Associates, has been a featured speaker at numerous conferences presenting the latest market research and valuable management guidance. On November 9th, Irving spoke at the American Association of Homes and Services for the Aging (AAHSA) national conference in San Antonio, Texas on the subject, "Satisfaction is Cheap, Loyalty is Priceless". Mr. Stackpole also spoke on this valuable distinction at the United Health Association conference in Taunton, MA on November 1st as well as the California Assisted Living Association, in Costa Mesa, CA on October 26th. The conference of the American Society of Radiologic Technologists
was held in Denver, CO in October where Irving delivered a keynote
speech entitled "The Customer Service Imperative" which
demonstrates the relationship among customer service, clinical outcomes,
and employee retention. Irving presented a related topic at the
conference entitled "Employee Retention Solutions" to
the ASRT as well as the Massachusetts Assisted Living Facilities
Association in October.
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Copyright © 2006 Stackpole & Associates, Inc.