Kennette Reed - Articles

Kennette Reed & Associates offers more than twenty years of experience in customer service and customer retention consulting. Through customer behavior analysis and satisfaction surveys, solutions are proposed to improve customer satisfaction, retention, and profitability.%d%a

• Understanding How Internal Customers Learn
  03/03/2007 | Business
  People make up your business. Without them, there would be no products, communication, management, or customers. Those who work within the company (internal customers) need to have a clear understanding of their roles, and how their actions affect operations and external customers. Without this clear understanding, they will view their actions as isolated incidents, which have little or no affect on the big picture. Read
  
• Survival of the Fastest?
  03/03/2007 | Customer Service
  With cell phones, PDA’s and instant messaging we continue to seek devices and software that will allow us to accomplish multiple tasks efficiently and effectively. Survival of the swiftest has been the business mantra for some time. Read
  
• 8 Ways to Motivate & Improve Staff Performance
  03/03/2007 | Leadership
  A stronger economy means more opportunities for you, and your staff. How do you keep them from looking for greener grass? Provide staff assistance, opportunities for enrichment, and an environment that increases enthusiasm. The processes of involvement, observation, interaction, and feedback build the foundation necessary for staff engagement, involvement, and motivation. The key is to create a staff-keeping environment now. Read
  
• Boomers or Bust
  03/03/2007 | Careers
  Over the next 7 years, baby boomer will begin retiring in large numbers. Millions of highly skilled, experienced workers will be lost. The number of workers leaving the workforce will greatly exceed the number of younger replacement workers. While jobs are expected to increase, labor force growth is expected to fall. Of course, the outlook would be improved if older workers would consider working longer. Read