“No legs - no cartoons”, or How a business refuses to serve 40 million potential customers
Emma Kairova describes the issue of the low level of business attention - small and large - to the problem of access for people with limited mobility to the entire…

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Robots or living people? How customer service will change in the next decade
Elena Stolyarskaya, business coach, customer service expert, talks about the main trends in customer service development in the near future and lists 7 key changes that will affect the online…

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“No legs - no cartoons”, or How a business refuses to serve 40 million potential customers
Emma Kairova describes the issue of the low level of business attention - small and large - to the problem of access for people with limited mobility to the entire…

Continue reading →

competitors

Divide and conquer: 4 tips for working with a client in the service business

Maria Zubareva, Head of Ingate Customer Service Department, shares her professional experience and gives tips on how to improve the process of interacting with clients in the field of service provision: why it is important to hire a separate specialist to collect debts, who should be entrusted with the sales and how not to get bogged down in routine operations
It happens that a client has worked with you for many years, became a friend and brother, and then turned around and went to competitors. And then another, and more. In this situation, it is logical to check the entire business process, starting with the quality of the service provided and ending with communications. But what to do when you have a great product and team, but the customers leave anyway? Continue reading

Can trainings “put out the fire of a business”?

Denis Sidenko talks about situations when employees and business executives really benefit from attending a variety of trainings – from time management training to team building skills – and in which cases money will be wasted
“Do not conduct consulting training” – where should there be a comma in this sentence?

For many experienced business consultants, this is a painful issue. That is, there is always a dilemma – to be a professional or to be a performer. In the corporate development market, there are a lot of business trainers-performers. As a rule, they are ordered training, they conduct it and disappear beyond the horizon. Moreover, regardless of the price tag. This can be seen with trainers for 30 thousand rubles (for a training day) and for 300 thousand rubles. Usually they are engaged in pure training and never in consulting. Continue reading

“No legs – no cartoons”, or How a business refuses to serve 40 million potential customers

Emma Kairova describes the issue of the low level of business attention – small and large – to the problem of access for people with limited mobility to the entire spectrum of client opportunities – from cafes and restaurants without ramps – to pick-up points of online stores
According to the Ministry of Labor, in the Russian Federation 12+ million people have this or that form and degree of disability – this is more than 8% of the country’s population. And there are more than 40 million people (and 28%) of those who can be ranked as the so-called low-mobility groups (MGN). And this is a huge market share, the interests of which the business traditionally does not take into account when making decisions. Continue reading

“Give Mark money!” Or How Facebook’s advertising appetites have changed
Last year, the head of Facebook changed the company's mission. Instead of “uniting families and friends” it was “creating a global social infrastructure”. Thus ended the ideological transformation of a…

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Consumer extremism: how buyers are "stripped" of the company
The law on consumer protection is one of the most advanced in our legislation. Despite the fact that a huge number of deceived people do not rush to the courts,…

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Shadow purchases of state and municipal companies
Artur Kurbanov talks about the situation with procurement of state and municipal companies in Russia and gives advice to entrepreneurs on how to overcome difficulties on the way to effective…

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Pygmalion to himself, or How to become the reason for his advancement
Vedagar Morgunov, a mentor in the field of productive public communication, talks about how to independently improve your own status as a professional by changing or adjusting your image, and…

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