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The company now expects its first-quarter revenue to be between $315 million and $325 million. Earnings per share are forecast to be in the range of 8 cents to 9 cents for the quarter.

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The company now expects its first-quarter revenue to be between $315 million and $325 million. Earnings per share are forecast to be in the range of 8 cents to 9 cents for the quarter.

Use the results of survey analysis to revisit the survey plan. If you give customers a chance, they will tell you how to improve your survey instrument, such as saying, I did not understand Question 4,” or Help, you are giving me writer's cramps!”

Motivating Behavior

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Once you design and implement the customer survey, the leadership team can design a process to motivate the behavior that impacts customer satisfaction and loyalty. The team can implement incentives based on customer satisfaction scores that encourage employees to demonstrate the desired behaviors.

Here are motivational principles that the leadership team should keep in mind:

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Designing the Process

To help employees understand how they can impact the customer satisfaction metric, the leadership team must translate the attributes that drive customer loyalty into their behaviors. For example, let's say that we find from the results of our customer satisfaction survey that one of the primary drivers of customer loyalty is courtesy.

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We have to figure out which behaviors contribute to what a customer would describe as courteous. One way to determine this is to convene another customer focus group, if you didn't ask this question to the first focus group, and ask the participants what agents do to cause them to rate you high on the attribute of courtesy.

Another way is to make a list based on your own experience as a customer. This list may contain behaviors such as:

Package options include 32- and 44-pin thin quad flat packs. TurboClock II products are currently sampling and should be in production early in the second quarter. Prices start at $9.50 in 10,000-unit quantities.

Call (800) 345-7015www.idt.comEETInfo No. 634

MIDLAND, Mich. — The Dow Chemical Co. today (March 5) announced it has extended its spin-on SiLK dielectric resin to an ultra-low-k constant value of 2.0 for ICs fabricated with 100-nanometer feature sizes. The company claims it has become the first supplier to develop a viable spin-on organic film with low-k values down to 2.0 and the 100-nm technology node.

Chip makers are already looking to low-k materials for 100-nm device production because extendibility is a decisive factor in their material choice at 130 nm,” said Mark McClear, business director of Dow's Semiconductor Fab Materials group. Process technology must be extendible to multiple device generations to maximize chip makers' return on investment.”

To extend the SiLK resin to low-k values of 2.0, Dow Chemical said it has developed a porous version of the spin-on film with sufficient mechanical strength for chemical mechanical planarization (CMP).

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