Monthly Archives: October 2010

Service Excellence

“Service Excellence.” For many companies, particularly those that are in the business of directly serving customers, this is the mantra by which we live and breathe.   We all want to deliver amazing service, but how many of us really know what that means, and are we doing all that we can to make it happen? […]

Is Your Contact Center Missing Something?

When any of us partner with an outsourcing company, we want to be convinced that we’ve made a smart decision.  Bad decisions cost money and none of us have that luxury, even in the best of economic times. For most of us, our due diligence typically includes generating a competitive analysis, developing an RFP, and […]

How Not to Win Fans and Influence Followers

The public response to Gap’s ill-advised attempt to change their logo created a backlash of an established brand that stirred up memories of a previous transformation in which, New Coke, nearly made Pepsi truly the choice for the next generation.  In 1985, the Coca-Cola Company tried to change the formula of their legendary soda.  The […]

The Fine Art of No Service

I recently had the great fortune of visiting a resort off the Florida Keys- Little Palm Island Resort & Spa.  It is situated on a beautiful five acre island- completely surrounded by water.  My visit started as out as an incredible luxury hotel experience…I was greeted with a tropical beverage and shuttled via a beautiful […]

Ready, Set, Measure: The Importance of Social Media Monitoring

Social Media Monitoring, or listening, is the process of continuous and real-time discovery of conversations surrounding your brand, product or service. The conversations that should be monitored are many – You should listen not only to your customers; but also to your prospects, competitors, industry thought leaders, etc. You should listen with the intent of […]

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