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Brand Promise Delivered as Net Promoter Score Rises Dramatically

Customer loyalty is built and sustained on the front line, in those daily interactions that take place between front line employees and the customer, who is often calling only because they have an issue or a problem with the company’s product or service.  The problem is the vast majority of these interactions, and the systems […]

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Transforming HR into a True Business Partner

Barnes-Jewish Hospital, consistently ranked as one of the top medical centers in the U.S., relies on its Human Resources Department to provide a strategic approach to the support and development of the Hospital’s most important asset … its staff and management.  For years the HR Department of the Hospital had operated under a traditional HR […]

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Putting a Stake in the Ground for the Future of DRS Technologies

DRS Technologies is a defense contractor that provides sustainment solutions for field deployment in military settings across the globe. In early 2010, the company reorganized to increase understanding of and improve service for their customers. The resulting matrix-style structure created several Campaign Teams and meant a significant reporting change for key employees. Even more significantly, […]

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