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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>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>2</slash:comments>
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		<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>
		<wfw:commentRss>http://pivotpointsolutions.net/2012/01/11/make-your-2012-resolutions-on-mercury-time-2/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
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		<item>
		<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>
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		<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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		<item>
		<title>Navel-Gazing&#8230; Your Worst Enemy</title>
		<link>http://pivotpointsolutions.net/2011/11/28/navel-gazing-your-worst-enemy/</link>
		<comments>http://pivotpointsolutions.net/2011/11/28/navel-gazing-your-worst-enemy/#comments</comments>
		<pubDate>Mon, 28 Nov 2011 14:12:31 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Culture]]></category>
		<category><![CDATA[Influential Factors - Harmful]]></category>
		<category><![CDATA[Competition]]></category>
		<category><![CDATA[Enemy]]></category>
		<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Navel-gazing]]></category>
		<category><![CDATA[Performance]]></category>
		<category><![CDATA[POGO]]></category>
		<category><![CDATA[Politics]]></category>
		<category><![CDATA[TED]]></category>
		<category><![CDATA[WiFi]]></category>
		<category><![CDATA[Winston Churchill]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=914</guid>
		<description><![CDATA[Umbilicus intuens can be extremely debilitating.  Indeed, I worked with a leader who once remarked that his organization was full of navel-gazers… those who spent more time looking within the company than outside the company. Sir Winston Churchill’s wry description &#8230; <a href="http://pivotpointsolutions.net/2011/11/28/navel-gazing-your-worst-enemy/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Moneyball, Metrics, and the Customer Experience</title>
		<link>http://pivotpointsolutions.net/2011/11/15/moneyball-and-the-customer-experience/</link>
		<comments>http://pivotpointsolutions.net/2011/11/15/moneyball-and-the-customer-experience/#comments</comments>
		<pubDate>Tue, 15 Nov 2011 13:21:10 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[How to Deliver Customer Service]]></category>
		<category><![CDATA[ASA]]></category>
		<category><![CDATA[Costs]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Metrics]]></category>
		<category><![CDATA[Moneyball]]></category>
		<category><![CDATA[Oakland A's]]></category>
		<category><![CDATA[RBI]]></category>
		<category><![CDATA[Relationship]]></category>
		<category><![CDATA[Zappos]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=910</guid>
		<description><![CDATA[If the customer experience profession can learn one thing from Moneyball it should be that tracking the wrong metrics can be expensive and lead to the wrong result. Part of the Oakland A’s success arose because they turned away from &#8230; <a href="http://pivotpointsolutions.net/2011/11/15/moneyball-and-the-customer-experience/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>1</slash:comments>
		</item>
		<item>
		<title>Occupy Wall Street (#OWS) and Customer Service</title>
		<link>http://pivotpointsolutions.net/2011/11/02/occupy-wall-street-ows-and-customer-service/</link>
		<comments>http://pivotpointsolutions.net/2011/11/02/occupy-wall-street-ows-and-customer-service/#comments</comments>
		<pubDate>Wed, 02 Nov 2011 12:31:23 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Influential Factors - Helpful]]></category>
		<category><![CDATA[#OWS]]></category>
		<category><![CDATA[Acquisition]]></category>
		<category><![CDATA[Government]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Occupy Wall Street]]></category>
		<category><![CDATA[Profitability]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=902</guid>
		<description><![CDATA[The publicity surrounding Occupy Wall Street makes me think we need our own movement in customer service.  I just don’t know where to gather (suggestions here). In many ways the #OWS experience is exactly what I advocate relative to customer &#8230; <a href="http://pivotpointsolutions.net/2011/11/02/occupy-wall-street-ows-and-customer-service/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Zappos Customer Service Stumbles, Doesn’t Fall</title>
		<link>http://pivotpointsolutions.net/2011/10/18/zappos-customer-service-stumbles-doesn%e2%80%99t-fall/</link>
		<comments>http://pivotpointsolutions.net/2011/10/18/zappos-customer-service-stumbles-doesn%e2%80%99t-fall/#comments</comments>
		<pubDate>Tue, 18 Oct 2011 13:20:09 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Customer Loyalty]]></category>
		<category><![CDATA[Amazon]]></category>
		<category><![CDATA[Costs]]></category>
		<category><![CDATA[Loyalty]]></category>
		<category><![CDATA[Trust]]></category>
		<category><![CDATA[Zappos]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=892</guid>
		<description><![CDATA[If you follow customer service industry you may be aware that Zappos, renowned for their service, had some recent issues.  Upgrading its Warehouse Management System (WMS) caused Zappos to delay customer order shipment.  This stumble is important only because it &#8230; <a href="http://pivotpointsolutions.net/2011/10/18/zappos-customer-service-stumbles-doesn%e2%80%99t-fall/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
		<wfw:commentRss>http://pivotpointsolutions.net/2011/10/18/zappos-customer-service-stumbles-doesn%e2%80%99t-fall/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>The Third Secret &#8211; Targeting Qualified Prospects</title>
		<link>http://pivotpointsolutions.net/2011/10/03/the-third-secret-targeting-qualified-prospects/</link>
		<comments>http://pivotpointsolutions.net/2011/10/03/the-third-secret-targeting-qualified-prospects/#comments</comments>
		<pubDate>Mon, 03 Oct 2011 12:39:49 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Best Practices]]></category>
		<category><![CDATA[Brand]]></category>
		<category><![CDATA[Customer Experience]]></category>
		<category><![CDATA[NetPromoter]]></category>
		<category><![CDATA[Prospect]]></category>
		<category><![CDATA[Trust]]></category>
		<category><![CDATA[WOM]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=877</guid>
		<description><![CDATA[The third secret customers keep from you is which [future] customers to target.  If you knew the answer to this question, you could grow your customer base in a cost-effective way by amortizing customer acquisition costs across a larger number &#8230; <a href="http://pivotpointsolutions.net/2011/10/03/the-third-secret-targeting-qualified-prospects/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Another Customer Secret – Wants vs. Goals</title>
		<link>http://pivotpointsolutions.net/2011/09/20/another-customer-secret-%e2%80%93-wants-vs-goals/</link>
		<comments>http://pivotpointsolutions.net/2011/09/20/another-customer-secret-%e2%80%93-wants-vs-goals/#comments</comments>
		<pubDate>Tue, 20 Sep 2011 12:44:23 +0000</pubDate>
		<dc:creator>Andrew McFarland</dc:creator>
				<category><![CDATA[Customer Service]]></category>
		<category><![CDATA[Accomplish]]></category>
		<category><![CDATA[Airbags]]></category>
		<category><![CDATA[Blind Spot Assist]]></category>
		<category><![CDATA[Distronic Plus]]></category>
		<category><![CDATA[Feedback]]></category>
		<category><![CDATA[Goals]]></category>
		<category><![CDATA[Mercedes]]></category>
		<category><![CDATA[Secret]]></category>

		<guid isPermaLink="false">http://pivotpointsolutions.net/?p=848</guid>
		<description><![CDATA[If you&#8217;re new here, please consider subscribing via Email or RSS feed.  Thanks for visiting! Think about the kind of product feedback you solicit from customers.  Now think about the kind of demands your sales force routinely makes related to &#8230; <a href="http://pivotpointsolutions.net/2011/09/20/another-customer-secret-%e2%80%93-wants-vs-goals/">Continue reading <span class="meta-nav">&#8594;</span></a>]]></description>
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		<slash:comments>0</slash:comments>
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