15 years ago (a lifetime in business) there was some debate and even fear surrounding social media and its place in the customer experience. Now social media is an accepted norm (ho hum) and companies must establish repeatable ways to
Uni-tasking Your Way to Excellence
People who want to accomplish more (who doesn’t?) would be well-served to remember one thing above all others – do less! AT&T’s humorous commercial notwithstanding, vast expanses of human potential are turned into veritable wastelands because people are bad at
Occupy Wall Street (#OWS) and Customer Service
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
Why What You Want Doesn’t Matter
Ever get unsolicited calls from someone trying to sell you something? I got one the other day and was reminded why they are generally unsuccessful. The salesperson went through a brief introduction of himself and his company (they outsource technical