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	<title>Pivot Point Solutions &#124; Pragmatic Approaches to Improving the Customer Experience</title>
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	<link>http://pivotpointsolutions.net</link>
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		<title>Customer Service Levels Decline</title>
		<link>http://pivotpointsolutions.net/2012/05/14/customer-service-levels-decline/</link>
		<comments>http://pivotpointsolutions.net/2012/05/14/customer-service-levels-decline/#comments</comments>
		<pubDate>Mon, 14 May 2012 12:48:20 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Why Bother with Customer Service]]></category>
		<category><![CDATA[American Express]]></category>
		<category><![CDATA[American Express Global Customer Service Barometer]]></category>
		<category><![CDATA[Employees]]></category>
		<category><![CDATA[Expectations]]></category>
		<category><![CDATA[Spend More]]></category>
		<category><![CDATA[Temkin Group]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=1098</guid>
		<description><![CDATA[Once again American Express has released its Customer Service Barometer (2012 version).  Once again, the findings aren’t pretty (see below): Companies consistently miss expectations and are getting steadily worse – 31% in 2012 versus 26% two years earlier. 2/3 of &#8230; <a href="http://pivotpointsolutions.net/2012/05/14/customer-service-levels-decline/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Mission Accomplished?  Say So!</title>
		<link>http://pivotpointsolutions.net/2012/04/30/mission-accomplished-say-so/</link>
		<comments>http://pivotpointsolutions.net/2012/04/30/mission-accomplished-say-so/#comments</comments>
		<pubDate>Mon, 30 Apr 2012 11:55:33 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[Al Gore]]></category>
		<category><![CDATA[Andy Sernovitz]]></category>
		<category><![CDATA[Ecosystem]]></category>
		<category><![CDATA[President George W. Bush]]></category>
		<category><![CDATA[WOM]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=1077</guid>
		<description><![CDATA[President George W. Bush claimed credit for winning a war only just begun and Vice President Al Gore once famously claimed credit for inventing the internet.   Probably a good idea to do some fact-checking before opening one’s mouth, but claiming &#8230; <a href="http://pivotpointsolutions.net/2012/04/30/mission-accomplished-say-so/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Matchmakers Improve Engagement</title>
		<link>http://pivotpointsolutions.net/2012/04/16/matchmakers-improve-engagement/</link>
		<comments>http://pivotpointsolutions.net/2012/04/16/matchmakers-improve-engagement/#comments</comments>
		<pubDate>Mon, 16 Apr 2012 12:15:08 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[Accenture]]></category>
		<category><![CDATA[Daniel Pink]]></category>
		<category><![CDATA[eHarmony]]></category>
		<category><![CDATA[Jim Collins]]></category>
		<category><![CDATA[Match.com]]></category>
		<category><![CDATA[Passion]]></category>
		<category><![CDATA[Profitability]]></category>
		<category><![CDATA[Reverse Peter Principle]]></category>
		<category><![CDATA[TED]]></category>
		<category><![CDATA[Tracy Dolgin]]></category>
		<category><![CDATA[YES]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=1056</guid>
		<description><![CDATA[Match.com and eHarmony ought to get out of the dating business and into corporate recruiting.  Think of what could happen if employers could find people who were passionate about their jobs. Instead, most companies focus on filling openings.  When an &#8230; <a href="http://pivotpointsolutions.net/2012/04/16/matchmakers-improve-engagement/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Free Support is Best Solution</title>
		<link>http://pivotpointsolutions.net/2012/04/01/free-support-is-best-solution/</link>
		<comments>http://pivotpointsolutions.net/2012/04/01/free-support-is-best-solution/#comments</comments>
		<pubDate>Sun, 01 Apr 2012 14:09:02 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[The Right Kind of Customer Service]]></category>
		<category><![CDATA[April Fool's]]></category>
		<category><![CDATA[Chapter 7]]></category>
		<category><![CDATA[Ethics]]></category>
		<category><![CDATA[Free]]></category>
		<category><![CDATA[Irony]]></category>
		<category><![CDATA[Lemonade]]></category>
		<category><![CDATA[Maintenance Fees]]></category>
		<category><![CDATA[Profitability]]></category>
		<category><![CDATA[Support]]></category>
		<category><![CDATA[Vendor]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=1036</guid>
		<description><![CDATA[Free Support is Best Solution As Dan Schaeffer stared at the small font on a mind-numbingly large spreadsheet he decided that Tuesday would be a lot like Monday.  Half way across the country, Steve Penderman looked at the top message &#8230; <a href="http://pivotpointsolutions.net/2012/04/01/free-support-is-best-solution/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Urgency Without Direction is Chaos</title>
		<link>http://pivotpointsolutions.net/2012/03/05/urgency-without-direction-is-chaos/</link>
		<comments>http://pivotpointsolutions.net/2012/03/05/urgency-without-direction-is-chaos/#comments</comments>
		<pubDate>Mon, 05 Mar 2012 07:05:25 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[A Sense of Urgency]]></category>
		<category><![CDATA[Alice in Wonderland]]></category>
		<category><![CDATA[Cheshire Cat]]></category>
		<category><![CDATA[Investors]]></category>
		<category><![CDATA[John P. Kotter]]></category>
		<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Shareholders]]></category>
		<category><![CDATA[Speed]]></category>
		<category><![CDATA[Urgency]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=1028</guid>
		<description><![CDATA[John P. Kotter’s book “A Sense of Urgency” provides four (4) tactics to jumpstart change in your organization.  However, the most compelling reason to read the book is to internalize the distinction between a true and a false sense of &#8230; <a href="http://pivotpointsolutions.net/2012/03/05/urgency-without-direction-is-chaos/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Sales Team Selling You Short?</title>
		<link>http://pivotpointsolutions.net/2012/02/14/sales-team-selling-you-short/</link>
		<comments>http://pivotpointsolutions.net/2012/02/14/sales-team-selling-you-short/#comments</comments>
		<pubDate>Tue, 14 Feb 2012 14:06:34 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Employee Engagement]]></category>
		<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[Influential Factors - Harmful]]></category>
		<category><![CDATA[Addiction]]></category>
		<category><![CDATA[Compensation]]></category>
		<category><![CDATA[Culture]]></category>
		<category><![CDATA[Engagement]]></category>
		<category><![CDATA[HBR]]></category>
		<category><![CDATA[Incentives]]></category>
		<category><![CDATA[Sales]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=998</guid>
		<description><![CDATA[An interesting HBR Blog article by Andris A. Zoltners, PK Sinha, and Sally E. Lorimer asserts companies are addicted to harmful sales incentive cultures.  Incentives aren&#8217;t the problem.  The problem is determining whether or not the incentives drive behavior that &#8230; <a href="http://pivotpointsolutions.net/2012/02/14/sales-team-selling-you-short/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Failing Grade for @BassettUS</title>
		<link>http://pivotpointsolutions.net/2012/01/23/failing-grade-for-bassettus/</link>
		<comments>http://pivotpointsolutions.net/2012/01/23/failing-grade-for-bassettus/#comments</comments>
		<pubDate>Mon, 23 Jan 2012 13:09:05 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Culture]]></category>
		<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Bassett Furniture]]></category>
		<category><![CDATA[Bazaarvoice]]></category>
		<category><![CDATA[Honesty]]></category>
		<category><![CDATA[Monopoly]]></category>
		<category><![CDATA[Transparency]]></category>
		<category><![CDATA[Warranty]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=978</guid>
		<description><![CDATA[Four years ago I made the mistake of purchasing a sofa from Bassett Furniture.  I didn’t know it was a mistake at the time, but I should have.  (Now, I’m kind of blue.) Warning signs I should have considered: No &#8230; <a href="http://pivotpointsolutions.net/2012/01/23/failing-grade-for-bassettus/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>4</slash:comments>
		</item>
		<item>
		<title>Make your 2012 Resolutions on Mercury Time</title>
		<link>http://pivotpointsolutions.net/2012/01/11/make-your-2012-resolutions-on-mercury-time-2/</link>
		<comments>http://pivotpointsolutions.net/2012/01/11/make-your-2012-resolutions-on-mercury-time-2/#comments</comments>
		<pubDate>Wed, 11 Jan 2012 13:19:47 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Focus]]></category>
		<category><![CDATA[Goals]]></category>
		<category><![CDATA[Mercury]]></category>
		<category><![CDATA[New Year]]></category>
		<category><![CDATA[Resolution]]></category>
		<category><![CDATA[Revolution]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=963</guid>
		<description><![CDATA[Another year dawns… and we go through the time-honored (but not people-honored) tradition of setting New Year’s resolutions.  We set them with the best of intentions, yet forget them and quickly fail.   You can either continue with what you tried &#8230; <a href="http://pivotpointsolutions.net/2012/01/11/make-your-2012-resolutions-on-mercury-time-2/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
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		<title>Customer Service… No More Monkey Business</title>
		<link>http://pivotpointsolutions.net/2011/12/27/customer-service%e2%80%a6-no-more-monkey-business/</link>
		<comments>http://pivotpointsolutions.net/2011/12/27/customer-service%e2%80%a6-no-more-monkey-business/#comments</comments>
		<pubDate>Tue, 27 Dec 2011 13:37:05 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Culture]]></category>
		<category><![CDATA[Leadership]]></category>
		<category><![CDATA[Alignment]]></category>
		<category><![CDATA[Asset]]></category>
		<category><![CDATA[HBR]]></category>
		<category><![CDATA[Monkey]]></category>
		<category><![CDATA[People]]></category>
		<category><![CDATA[Process]]></category>
		<category><![CDATA[Shakespeare]]></category>
		<category><![CDATA[Technology]]></category>
		<category><![CDATA[Wikipedia]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=950</guid>
		<description><![CDATA[I had to laugh at a recent HBR blog post titled “People Are Not Your Greatest Asset”.  “Your Baby Is Ugly” would have raised fewer hackles in popular business circles. Rest assured that people are the engine that powers a &#8230; <a href="http://pivotpointsolutions.net/2011/12/27/customer-service%e2%80%a6-no-more-monkey-business/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Make Customer Inequality Pay</title>
		<link>http://pivotpointsolutions.net/2011/12/12/make-customer-inequality-pay/</link>
		<comments>http://pivotpointsolutions.net/2011/12/12/make-customer-inequality-pay/#comments</comments>
		<pubDate>Mon, 12 Dec 2011 13:38:28 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Necessary for Success]]></category>
		<category><![CDATA[Customer Centricity]]></category>
		<category><![CDATA[Deregulation]]></category>
		<category><![CDATA[Discrimination]]></category>
		<category><![CDATA[Globalization]]></category>
		<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Peter Fader]]></category>
		<category><![CDATA[Profitability]]></category>
		<category><![CDATA[Wharton]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=940</guid>
		<description><![CDATA[If you read one book over the holiday, I suggest Peter Fader’s recent book titled Customer Centricity.  Published by the Wharton Digital Press, it is a perfect read for the holiday.  It’s short (60-90 minutes), clear, and the best summary &#8230; <a href="http://pivotpointsolutions.net/2011/12/12/make-customer-inequality-pay/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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