July 27th, 2014 by admin
IT Customer Satisfaction Surveys / IT User Satisfaction Surveys Assess IT’s Impact on Employees, Customers and Profit:
IT customer satisfaction surveys are highly effective in identifying known and hidden problems with IT service, hardware, software, network performance, application support and other key drivers of IT customer and company performance. IT customer surveys / IT user surveys identify solutions for resolving problems encountered with both in-house and outsourced IT services.
IT surveys drill down to identify strengths, weaknesses, problems and opportunities by department, location, number of service requests during the past year and other relevant demographic parameters. IT user surveys identify strengths and weaknesses based on ratings as well as providing information and insight for understanding the reasons why ratings are high or low.
IT customer surveys identify common problems that are significantly impacting IT’s performance, customer satisfaction and productivity, and company performance. Problems are identified on both an enterprise and localized level. In depth analysis of survey findings pinpoint actions that can be taken to significantly improve IT’s performance and increase customer satisfaction and effectiveness.
Common findings from IT customer satisfaction surveys / IT user satisfaction surveys include:
1 – Employee Comments and Suggestions – Many Tech Support customers are frustrated with the support they receive. Comments identify a wide range of problems that are negatively impacting employees’ productivity and their ability to support customers (sales, customer service, etc.) on a timely basis.
2 – Ratings Variation by Tech Support Area and by Employee Demographics – The variation in service level ratings is typically significant by IT service area (e.g. Help Desk, Desk-Side Support, Network Availability/Speed, Application Support, etc.). The variation in ratings is usually also significant by Tech Support customer demographics including department, site location and the number of times service was requested during the past 12 months.
3 – Satisfaction With Tech Support Staff – While most IT customers are typically satisfied with the individual Tech Support staff, comments frequently mention that it depends on who handles your request and the nature of the request. Comments often mention specific staff members as being competent, responsive and having a professional attitude, as well as mentioning other Tech Support staff members as lacking professionalism and technical knowledge.
4 – Slow Response to IT Service Requests – Tech Support customers frequently point to significant numbers of service requests as taking too long to respond to and to reach resolution.
5 – Network Speed and Access and Aging Hardware and Software are Often Hot Buttons – In many organizations there is considerable frustration with the age and slow speed of computers/software, and lack of access to applications both while at work as well as when working from home or in the field.
6 – Productivity Impact – Network downtime and slow response time are often impacting employee productivity and their ability to perform their jobs effectively and to support customers on a timely basis.
7 – Service Request Status – Tech Support users for the most part are not being updated on the status of their service requests. Some service request tickets get closed out without the problem being resolved, requiring customers to initiate another service request and adding to their frustration.
8 – Service Request Handoff – For service requests that the IT Help Desk passes on to other IT support areas, the hand-off is often slow.
9 – Responding to Phone and E-mail Requests – For many organizations, there is dissatisfaction with timeliness in responding to phone requests where voicemail requests for support are made, as well as with e-mail requests and requests made using an online Tech Support service request form.
10 – Recurring Tech Support Problems – IT customer satisfaction surveys often identify recurring problems. Identifying and eliminating these problems can reduce Tech Support costs significantly while increasing IT customer satisfaction and performance.
11 – Problems Using Enterprise Systems – Many organizations do a poor job of implementing enterprise systems (e.g. SAP, Oracle, JD Edwards, etc.). These are large, complex and costly systems that require significant expertise and staffing to implement and maintain on an ongoing basis. Companies often beat up their employees and customers during and after implementation of enterprise systems. IT surveys often identify significant problems impacting employees and customers years after enterprise systems were supposed to be fully implemented.
12 – IT Problems/Shortfalls and their Related Impact/Risks – Tech Support customers typically list specific IT problems and shortfalls and their related risks.
Information Technology problems and shortfalls typically include:
• Old / underpowered / slow hardware
• Slow replacement/upgrade of old systems and hardware
• Software/operating systems that are cumbersome/slow
• Data integrity / loss problems
• Insufficient support for resolving problems/having to wait too long for problem resolution
• Insufficient technical support knowledge
• Some rude/unprofessional Tech Support support staff
• System downtime
• Slow system/network/hardware response time
• System crashes
• Losing data
• E-mail system deficiencies (slow / downtime / insufficient storage capacity)
• Inability to replace very old/non working equipment
• Printing and scanning problems
• Insufficient functionality of systems
• Cumbersome / inefficient business processes due to technology shortfalls
• Need for training in use of software / systems
• Using older versions of software than customers (compatibility issues)
• Problems with access from smart phones and laptops when working from the field/home
• Company not supplying laptops/smart phones to employees that need them
Business Impact/Risks due to Tech Support Problems/Shortfalls typically include:
• Negative impact on productivity, quality, customer service, meeting deadlines increases business costs
• Negative impact on employee engagement and morale (significant frustration)
• Delayed product releases
• Invoicing delays/invoices not sent out
• Negative impact on customer satisfaction and retention
• Decreased responsiveness / communications with / to customers (providing quotes, responding to e-mails / inquiries, etc.)
• Negative impact on company image and reputation with current and prospective customers
• Business analysis compromised
• Negative impact on production, order processing and inventory management
• Conflict among departments and employees due to inability to provide information and respond to requests on behalf of customers
• Increased employee and customer attrition
• Lost revenue and profit
About the Author
Howard Deutsch is the CEO of Quantisoft, a full service survey company. Contact Howard Deutsch at (609) 409-9945 or hdeutsch @ quantisoftdotcom •••
Quantisoft – Cost effective surveys •••
“>Employee Engagement Surveys & Employee Satisfaction Surveys •••
IT Customer Satisfaction Surveys
July 26th, 2014 by admin
I recall most of my school days wearing thick eyeglasses. Since the first day they perched on my nose, they¡¯ve become my ungainly and troublesome burden. I bet people with eyesight problems feel the same way. That said, a nice and lovely pair of eyeglasses is necessary to make some amends.
Actually fashionable eyeglasses are kind of an obsession to me, as now I have a change of heart towards them. Maybe they give me some trouble and inconvenience, but they are also fine accessories and give me a graceful and cultured look. A cool-looking pair of eyeglasses shows my taste for fashion.
I don¡¯t remember when my obsession with fashionable eyeglasses began. But I can still recall how I felt when I got a Prada glass frame. It was full metal frame with light yellow rims. Its unique design without too much modification all foreshadows its elegant style. When I wore them for the first time, I¡¯d had this temptation to wear them all the time.
Later, I got a Versace glass frame from my father as a birthday gift. They were a little heavy because of the genuine high-quality materials. The famous ¡°medusa¡± snake logo was present and engraved into the glasses. Their hinges were made of platinum. I remember after I dropped them accidently a few times, but they proved much stronger than I thought!
My current glasses are rimless that I purchased online several months ago. They are so special that they give me utter distinction and also allow me to look incredibly stylish and chic.
The days when eyeglasses were just for reading are long gone, so are the days when I toted my old big and bulky and ugly glasses all day along. A fashionable pair of eyeglasses makes me look sophisticated and graceful. And I really enjoy the look of them.
About the Author
To get more exciting updates in regards to this topic, please go through author’s social profile rolex2u and don’t hesitate to leave your comment.
July 25th, 2014 by admin
According to the electronic display market research consultantiSuppli Corp, the battle for the top spot in the U.S. LCD-TV market heated up in the second quarter as the gap in market share between No. 1 Samsung Electronics Co. Ltd. and No. 2 Vizio Inc. dwindled to less than 1 percentage point.
Samsung in the second quarter held a 0.7 percentage point lead over Vizio in terms of U.S. LCD-TV shipments, compared to 1.3 points in the first quarter. Both companies in the second quarter dramatically outperformed the overall market by offering sets with advanced features desired by U.S. consumers.
‘Leadership in the world’s largest television market’the United States’represents the marquee position for global LCD-TV brands,’ said Riddhi Patel. ‘Because of this, companies are competing intensely to secure every point of market share’with the most closely fought battle occurring between South Korea’s Samsung and U.S.-based Vizio. The two companies have swapped quarterly leadership multiple times during the past few years, and now are virtually tied in the race for market leadership.’
U.S. LCD-TV shipments rose by 12.8 percent in the second quarter to 7.36 million units, up from 6.53 million in the first quarter.
Samsung’s shipments grew at more than twice the pace of the overall market, rising by 26 percent to 1.45 million units, up from 1.15 million in the first quarter. Vizio grew even faster, with its shipments rising by an industry-leading 30.8 percent to 1.39 million units, up from 1.07 million in the first quarter.
The attached table presents iSuppli’s ranking of the Top 8 LCD-TV brands in the second quarter of 2010.
Battle for value
In the past, the two companies pursued very different strategies to attain LCD-TV market leadership, with Samsung focusing on premium products and Vizio stressing low-cost value-oriented LCD-TVs. However, as U.S. consumer preferences have shifted to higher-end LCD TVs, Vizio has realigned its product line to offer more advanced features.
‘Most LCD-TVs purchased in the United States in 2010 are replacements of first-generation flat panels,’ Patel said. ‘Because of this, U.S. consumers are more informed and demand larger LCD-TVs with better picture quality and more premium features, including 3-D, LED backlighting and built-in Internet connectivity. While Samsung continues to lead these technological trends, including the nascent 3-D TV segment, Vizio has significantly closed the feature gap.’
Television research from iSuppli’s U.S. TV Consumer Preference Analysis service, which surveys Americans on their attitudes regarding television purchases, illustrates the rising importance of advanced features when buying a television.
Of consumers surveyed in the second quarter, 17.2 percent said the LCD-TV sets they had purchased used LED backlighting, an increase of 5 percentage points from the first quarter. Furthermore, 60.8 percent of the consumers purchased a 40-inch or larger set in the second quarter of 2010, up from 51 percent during the same period in 2009. Finally, about 32 percent consumers say they connected their new televisions to the Internet.
ISuppli’s electronic display market research indicates that while LCD-TV sales continued to rise in the second quarter, some concerns have arisen regarding the third quarter.
‘Given the rising average prices for LCD-TVs, consumers have become more cautious in their spending,’ Patel said. ‘As a result, higher-than-acceptable levels of inventory have built up in the channel, which could lead to a slower-than-expected third quarter.’
To learn more about this topic, see Patel’s new report, entitled: U.S. TV Market Slows Down Amid New Model Introductions at http://www.isuppli.com/Display-Materials-and-Systems/Pages/U-S-TV-Market-Slows-Down-Amid-New-Model-Introductions.aspx
About the Author
iSuppli’s market intelligence helps technology companies achieve market leadership. iSuppli’s compelling TV research, 3-D TV forecasts, touch screen displays analysis, etc can be used as essential tools for strategic planning and success in the electronic display market. Contact us on +1.310.524.4007 for more details.
July 25th, 2014 by admin
Considered by many to be the UK’s second City, Manchester has everything on offer for the fashion conscious residents of this densely populated region. Along with the scores of designer clothes outlets, high class jewellers and trendy shoe shops, Manchester’s trend setters enjoy fabulous options for hair styling services. Here we look at the leading Manchester hair extensions specialist.
Most hair salons face a high level of competition, especially those offering mainstream colouring and styling. In a City the size of Manchester there is always plenty of trade, but making a success of a boutique requires hard work and dedication.
The key to standing out from the crowd is to carve out a competitive advantage, and this is something which Russia born Tatiana Karelina has managed with her luxury hair extension salons.
The chain of salons, named Tatiana Hair Extensions, provides the finest human hair extensions on the UK market. Options which are most popular with Tatiana’s regular clientele include the more accessible clip-in hair extensions, and you can choose almost any colour you desire to match your existing natural hair. This is the kind of choice which helps the salon to retain customers, who come back time and again for the constant high quality.
It’s a girls prerogative to change her mind, and having the numerous services for extensions is what Tatiana is famous for. Brazilian hair extensions in Manchester? That’s right, treatments and technology from around the World is a successful trait of the thriving Manchester extensions salon; clients benefit from the best silicone micro rings in blonde, brunette, auburn or any other colour of choice.
In tandem with the London extensions salon, Tatiana has set a standard which is maintained daily, resulting in many famous names being linked with the Russian specialist. Cheryl Cole and Katie Price are not names that any extensions salon is associated with. But working hard to provide a luxury human extensions experience that is second to none, has brought Tatiana a brand name synonymous with excellence.
About the Author
Tatiana clip-ins and real human hair extensions are available for customers at both London and Manchester salons. Visit the Tatiana website today to book an appointment with a silicone extensions consultant.
July 23rd, 2014 by admin
When you try to become leaner, in a business you should take into account some important considerations. You want what you do to have the greatest impact on the overall business and you want it to be profitable. Spending a ton of money in order to accelerate the process is minimally not a good investment and does not promote the growth of the company.
Now, if this improvement is only part of a process and must be completed before a larger part of the process can be done, then this is something that should be considered a bit more closely. But as a general rule, you want the greatest return on investment. This means taking measures to ensure that you are making the right choices for all the changes you are planning. This requires a bit of extra work in advance, but it’s worth it if you take the appropriate measures and to obtain accurate measurements.
What is the point of refiguring a production process, adding new tooling and machinery if it is going to be less reliable and only boost production by a couple of percentage points? It wouldn’t make any sense, but if you didn’t do some calculating and modeling then you wouldn’t know that until after the work was done and it would have been a lot of work and money wasted.
Again, this is a good time to have that team in place that you put together when you were first identifying the process that you wanted to simplify. This team should take the same measures, use the same processes and record everything that is included with the completion of each process.
Once these notes are compiled and a complete list of the process and what each part of the process takes and how accurate it is, then you can start looking for places to improve processes. Maybe the packaging process takes longer to complete, no one knows unless they timed the entire process and then broke down the steps. Then you must find where time is being wasted. Perhaps there is nowhere, but in most cases, there is. What are the extra steps, down time, waiting, double handling? These are the things you are looking for and once you know what you’re looking for, it is much easier to find them. Give employees the power to identify and point them out.
About the Author
six sigma training can prove to be very beneficial in elevating the amount of efficiency of your company. To find out more information on how you can become certified in six sigma black belt visit mbajournal.org today.
July 23rd, 2014 by admin
Many retailers around the world purchase large amounts of products to be used for sale directly to consumers. The constant competition to compete with other businesses requires full lines of products sold at the best possible price. When these items are left over after Holiday seasons or special sales promotions, inventory liquidators can help to relieve a business of their extra inventory.
Consumers demand high quality prices for the cheapest possible price. Modern businesses are now in direct competition with worldwide sellers to offer products that are competitive to help drive sales. This can lead to excess products that are not sold. When products have not sold, but have been paid for in advance, it causes credit problems and disposable income issues for businesses.
Each year more businesses go out of business due to credit problems. This includes distributors that must purchase products directly from the manufacturer at set price minimums and quantities. When retailers do not purchase the desired quantities from distributors, the extra products can be sold directly for cash to assist in improving the bottom line.
Third party companies exist for helping businesses that have financial difficulties due to excess purchasing and decreased selling. The products can easily be liquidated in untapped markets to provide instant capital to a business to assist paying for shortfalls, credit expenditures, and bank loans.
This is a large help to businesses that have to pay creditors for products that have not been sold. The ability to liquidate products helps to keep businesses out of credit danger and helps them to focus on using the money to purchase products that can be sold quickly. These liquidation companies are used in multiple industries to help remove back listed products.
The auto industry, publishing industry, entertainment industry, and consumer retail industries all use inventory liquidators to help sell older inventories to new customer markets and free up available cash.
About the Author
At Buy Sell Surplus (http://www.buy-sellsurplus.com/) as inventory liquidators, we provide assistance in helping you to sell, or we can buy outright liquidation inventories as well as assist you in conducting an auction.
July 23rd, 2014 by admin
One of the hottest topics these days amongst many business owners is advanced leadership and team building. A lot of money is invested in coaching employees, consultants at workshops. While improving the productivity and effectiveness of an organization, building a solid team at the leadership level, is one aspect which is often overlooked.
The best decision is to spend your dollars on different advanced leadership and team building activities. Rather than being just a group of individual contributors, if the leaders in your organization work together as a team your business gets more successful. With a team of top notch players you are sure to build a thriving company. Managing individual relationships with leaders in your organization not only limits the potential of your business but also an inordinate amount that is spent on managing relationships within the leaders of the company.
Interruption between leaders during meetings unnecessarily, focusing on negative points only and disagreement on issues most of the time, will not help in defining goals of the organization. However, with team building, you are sure to have customers knocking at your door and in turn have a high turnover rate within the company. The best decision would be to invest some money in team building exercises and training for leaders to ensure healthy consistent growth not only between themselves, but also your organization.
It is important for key leaders within the organization to work with each other to increase productivity of the business. Advanced leadership and team building within the team in your organization will help in avoiding continual in-fighting amongst the team leaders. They are able to function better and running the organization gets easier. Chances of the organization becoming more successful are increased substantially when leaders within the organization work well together. Team building helps leaders to focus on primary goals of the organization and instead of working towards what is best for the team they put in more effort working towards what is best for the organization.
About the Author
As the founder and owner of Afana Enterprises, David Afana has been assisting Network Marketing Professionals grow their business with proven success. Please feel free to visit David’s website at http://www.InjectMoreReps.com or email David directly at email@example.com.
July 23rd, 2014 by admin
Are you one of the many people who juggle 2 different jobs, a family, some even school? If so, you most probably experienced missing out on a lot of sales in your favorite stores in the mall, as you simply did not have time to make the trip to the mall to make your purchase. There are a lot of other people like you, who just have enough time to spend resting at home or a few hours each night with the kids. When you do have spare time, online shopping is the more convenient way for you to check out different products and make your purchases, as well as other things like paying bills.
With the growing demand for online shopping, a lot of businesses have turned their attention to focusing on online customers. In order to cater to these customers, eCommerce software is needed. If you’re wondering what eCommerce software is and what it does, simply continue reading to find out more.
What is eCommerce Software?
eCommerce software is a system that allows your customers to purchase and pay for your goods, and the said software can keep track of your inventory, compute taxes and shipping rates, and also provide a secure means to process payments. Customers can choose different products they want to purchase (referred to as putting items in their shopping cart) and then pay for all of them at the same time. The software automatically computes how much the sales tax will be, as well as the shipping fee. There are software which allow customers to choose their shipment method and displays different prices depending on their selection. The software is basically integrated with your website, while there are some eCommerce software which your domain provider may also offer you as well for a monthly fee aside from the domain itself.
Why Use eCommerce Software for your Business
There are many reasons why you need eCommerce software for your business, especially if you want the ability to accept payments online and sell your goods online as well. This software basically allows you to stay open 24 hours a day, 7 days a week as customers can literally visit your website at any time they want to purchase your product. You will not need someone to man your online store at night to keep track of orders or your inventory levels, as the software will automatically do it for you.
Compared to a real person, eCommerce software offers more accurate order totals and pricing, especially useful if you have a lot of products to sell at different prices. It will be hard for anyone to memorize every single price, not to mention compute for taxes and shipping. Thus, human error is minimized.
eCommerce software also helps keep your customer’s payment information safe and sound. This helps create a more pleasant shopping experience, not to mention makes the whole transaction easier and faster.
How to Choose the Right eCommerce Software
Not all eCommerce software offers the same features. In order to choose the right one, determine how many products you will make available to your customers. Some software only accommodate up to 100 products, so you need to choose the software that can cater to all the products you are going to offer.
Will you be offering physical and downloadable products? If so, look for eCommerce software that gives you the ability to email customers the download link after their payment has been successfully processed, in addition to collecting their shipping information for physical products.
Will you be offering payment plans for your products or need recurring billing, like for memberships? If so, choose the software that allows for recurring payments so that your customer’s payments will automatically be taken out after a certain number of days from their credit card. This also applies if you want to offer installment payments for your products which some may find difficult to pay for in a single transaction.
How many customers do you have? If you have a lot of customers or foresee a growth in your business, make sure to choose eCommerce software with unlimited storage. This will help you keep customer records and also allows you to have a reference for older transactions.
The right ecommerce software really depends on what you want and what kind of business you have. Whether you need a system for multi channel retail or just an online sales order processing system, there is software out there that can fit your needs.
About the Author
Kathryn Dawson writes articles for Sparkstone, an expert in all aspects of technology for the retail and ecommerce sectors, supplying the most fully featured EPoS, mail order and ecommerce software available today. Sparkstone are the leading authors of multichannel retail software systems, and have been writing and installing retail and sales order processing system for over 15 years. Their experience can help your business to thrive and succeed.
July 22nd, 2014 by admin
When you start in business you need to make one of your first actions to create a business plan. Too many people underestimate the value of a good business plan when they are starting a business. If you want to get your business off the ground, then you must understand not only the measures it intends to make such capital but also how the initial plans will take to really drive your business in the right direction.
To begin a business plan you must think frugally. After all, unless you are a Rockefeller you probably won’t have all the money you want to complete every last thing on your agenda. You will want to find a way to create the perfect business with as little overhead as possible because it will take a while to get a good cash flow and if you are spending a lot on your monthly expenses you will never get in the black.
Many people turn to other small business owners to exchange ideas about opening their own businesses. Using those who do the work as a guide can help you realistically assess what you are about to embark on and also help you know what pitfalls you’ll have to prepare.
Some of the initial startup costs are clear and the others could escape, simply because they are not so obvious. When you make a business plan is important to create a plan that covers what you need to spend, but at the same time it is useful to create another plan, which covers a step by step overview of what you are trying to achieve during the first year of business. This may help to alert you to any places where business expenses are mismatched with your final plans for your business, including expenses such as advertising, web design, web marketing, to name a few.
While you will want to find ways to cut expenses initially it is also important to make sure that you include those items that will help to propel your business to the next level. Finding a balance between keeping costs low and keeping necessary expenses in the budget is one of the biggest challenges a person faces when starting up their own business. Even though creating a business plan may be a challenge it is a necessary part of starting up your business.
About the Author
6 sigma is process which will help your business get rid of waste and increase productivity. Even the most successful of businesses have something to gain from the fabulous Six sigma process. To get started today, visit mbajournal.org.
July 22nd, 2014 by admin
Typically, as a Small Business owner or manager, you don’t normally associate purchasing software to reduce costs. However, CRM software specifically has some cost reduction advantages that are discussed below:
1. No More Looking for Documents. According to research by Delphi Group, a Boston consultancy group, 30% of all employee time is spent trying to find “lost” documents. Do the math and you will be shocked at how much wastage is going on in your company!
2. No More Spending on Advertisements that Don’t Bring in Revenue. With marketing automation, you will know exactly which advertisements bring in the revenue so that you can toss out the other ads.
3. No More Wondering What Activities took place When & Where. Since all communication is tracked in CRM software, all your employees will always have insights as to a customer or vendors history with your business.
4. Reduce Customer Service costs up to 70%. By using web self-service (a way for your customers to receive Client Specific information from your web site), you will be able to reduce customer service calls and staffing.
5. Reduce printing costs. Why print when you can distribute your brochures online. With CRM, you can automate distribution of brochures and other documents through email and web self-service access.
6. Consolidate Custom Databases. Because you can create custom screens, consolidating other databases in your CRM Software will reduce licensing and maintenance costs.
7. Layoff the “extra” Help. With CRM, each of your employees will be able to accomplish a lot more. So, it will allow you to review your staffing needs for all the “extra” help that you have from time to time. For example, new leads can come in through your web-site automatically into your CRM system and assigned to the appropriate sales rep – all through automation. You will be able to import leads from other sources as well – no more manual data entry!
Now, Go Save Money with CRM!
About the Author