When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they are of the belief that it is sufficient merely to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty, show that this assumption is deeply flawed.
For several years in the past, Xerox had polled 480,000 customers per year regarding product and service satisfaction using a five-point scale from 5 (high) to 1 (low). Their goal had always been to achieve 100% 4s (satisfied) and 5s (completely satisfied). But in a particular year, an analysis of customers who gave Xerox 4s and 5s on satisfaction found that the relationships between the scores and actual loyalty differed greatly depending on whether the customers were completely satisfied or satisfied. Customers giving Xerox 5s were six times more likely to repurchase Xerox equipment than those giving 4s. (more…)
We all have goals – things we want to achieve within a certain time frame. In fact by this time of the year, many have revised their goals, paying attention to the ones for the New Year. Goals are important and setting goals is often the first step.
We are about to enter the second half of the year. So as you think of your goals for the year, this is a good time to take a very important step to increase your chances of accomplishing them. There is , however, just one major thing you need to awaken in you in order to turn your goals into accomplishments – Discipline. 
If you have not set personal goals (at least for this year), it is like setting out on a major journey with no real idea of your destination. One of the implications is that you feel as if you are adrift, working hard but don’t seem to get anywhere worthwhile.
When you deliver the right service at the right price, at the right time, and to the agreed-upon specifications, it does not necessarily lead to customer loyalty. This is because you’ve only made the customer satisfied and mere satisfaction does not always lead to loyalty. In fact, independent studies confirm that customers who are merely satisfied are still very likely to purchase from another source.
About 16 years ago, online learning was in its infancy, whereas being taught in a classroom in a systematic form has been around for hundreds of years. Little wonder that it’s not been easy to translate the pedagogical methods used in the classroom into those adopted in online learning. Yet there is evidence that suggests both methodologies can deliver comparable learning outcomes (notwithstanding that both methodologies can be subject to poor implementation and delivery). 
With the current state of the Nigerian economy, cost savings are a major concern for directors, managers, and business owners. One of the major ways to reduce cost is by reducing the escalating costs associated with traditional training, without giving up training completely.
One of the primary drivers of success is finding your strengths and focusing on using them. Your strengths are those personal characteristics that allow you to perform at your personal best.