As U.S. companies tighten their belts and cut costs, HR personnel have a different concern—how to retain employees in a down economy.

Until recently, companies offered compensation as a means of employee retention. And according to a Pulse on Leaders study released on September 23 by the Personnel Decisions International (PDI), most organizations still focus on compensation as an employee retention tool, despite development opportunities being recognized as the most effective tool.

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Web users have short attention spans. Frustrate them with an awkward interface and they'll be gone in seconds.

This is common knowledge, however, according to Tealeaf’s 2008 Online Transactions Survey of more than 2,000 adults, the proportion who experience problems during e-transactions remains high—at nearly 87 percent. And 41 percent of people who experience problems said they would abandon the site or switch to the competitor.

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A new global shopper study, “Shopper Decisions Made In-Store” (SDMIS,) takes a closer look at what’s happening in the world’s retail shopping aisles.

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Many companies talk about real-time agent training, instilling a culture of innovation, and employing a customer-first strategy. But few companies actually can document examples of individual employees working to make every customer experience outstanding.

FedEx is one of those rare companies. In the March/April edition of 1to1 Magazine, I covered FedEx’s Purple Promise in the article "Powered by Purple," which vows to make every customer experience outstanding across the entire organization. As one of the FedEx contact center employees told me when researching that article, “The Purple Promise is ingrained in all of us. We just do what we can for the customer.”

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In May, São Paulo unveiled a new bridge—the Octavia Frias de Oliveira Bridge—which spans the Pinheiros River that flows through the city. The bridge deck is unusual due to its form, which is similar to an "X" crossing at the tower.

Continue reading "Brazil is the Next Frontier" »

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