Bob Cicerone

Bob Cicerone is director of customer loyalty services for ETC Institute in Olathe, Kan. The firm’s market research services provide information that helps organizations to make better decisions. Cicerone has more than 25 years of experience using human performance technology to improve results on key performance measures for organizations, work processes, and individuals. For the past 20 years he has specialized in providing business leaders with tools that enable them to better measure and manage customer satisfaction and loyalty. He can be reached at 913-829-1215 or by e-mail at rcicerone@etcinstitute.com.

ARTICLES

Finding the Reasons an HVAC System Malfunctions Shows How to Improve Employee Job Performance

A fundamental truth that applies to improving employee job performance is that the degree of success improving any outcome, including the functioning of an HVAC system and employee job performance, is determined by whether all relevant interventions are used to achieve the desired improvement.
Read More

Assessing Customer Satisfaction

Is assessing customer satisfaction an example of trying to catch chickens after they’ve flown the coop? It is when the identification of opportunities to improve customer satisfaction does not combine a traditional (reactive) assessment of customer satisfaction with a non-traditional (proactive) analysis and evaluation.
Read More

Reward Employees for Their Good Work

Rewards are a powerful method for encouraging good job performance. Good work may not be repeated and employees can upset customers when managers don’t recognize, encourage, and reward them for job performance that meets or exceeds customers’ expectations. But rewards must be used effectively.
Read More

Invest in the Success of Newly Promoted Managers

Many organizations promote non-management employees who perform well into management positions. Often, however, these new managers are not prepared to perform the basic tasks of management.
Read More

Giving Useful Feedback to Your Employees

When managers give useful feedback, employees know how closely their work meets the expectations of customers and managers. Useful feedback is information that tells individual employees as well as work groups how well they're doing and what to do to improve their work.
Read More

The Importance of Giving Complete Work Assignments

Employees upset customers when managers don't give employees all the information they need to perform as customers expect. In other words, customer dissatisfaction can be an unintended consequence that occurs in spite of a manager’s efforts to satisfy customers.
Read More

Multimedia

Videos

Image Galleries

2014 World Energy Engineering Congress

Scenes from the 2014 World Energy Engineering Congress in Washington, D.C.

Podcasts

NEWSMakers: Kari Arfstrom

Kari Arfstrom, executive director of the HVACR Workforce Development Foundation, talks about the upcoming HVACR & Mechanical Conference. Posted on Jan. 23.

More Podcasts

ACHRNEWS

NEWS 01-19-15 cover

2015 January 19

Check out the weekly edition of The NEWS today!

Table Of Contents Subscribe

Regional Standards

With regional standards for a/c equipment going into effect in 2015, how do you think it will impact the industry?
View Results Poll Archive

HVACR INDUSTRY STORE

2015.jpg
2015 National Plumbing & HVAC Estimator

Every plumbing and HVAC estimator can use the cost estimates in this practical manual!

More Products

Clear Seas Research

 

Clear Seas ResearchWith access to over one million professionals and more than 60 industry-specific publications, Clear Seas Research offers relevant insights from those who know your industry best. Let us customize a market research solution that exceeds your marketing goals.

DON'T MISS A THING

Magazine image
 
Register today for complete access to ACHRNews.com. Get full access to the latest features, Extra Edition, and more.

STAY CONNECTED

facebook icontwitter iconyoutube iconLinkedIn i con