A SWOT analysis is used to identify the strengths, weaknesses, opportunities, and threats relative to your company, unit or group, or a product, service or program you are responsible for.
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A customer’s shopping experience should be easy and enjoyable. While we would never intend to frustrate customers or make their shopping experience difficult, retailers often put processes in place that lead to aggravated shoppers.
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As customer service consultant, assisting companies in improving their customer service and customer experience, I know that service breakdowns-glitches-are unavoidable in any business that serves customers.
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Today, virtually all businesses collect personal information about customers, employees and others. This information is valuable to hackers – evidenced by the increasing frequency and severity of data breaches across the globe.
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Conflict confounds us. Inevitably, we come away from tense conversations feeling that we might have done better if only we had been less emotional and steadier.
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The great management theorist Peter Drucker once said: "Time is the scarcest resource and unless it is managed nothing else can be managed."
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