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Making the Case for Telecommuting – 15 Inches at a Time

February 1, 2011 – 8:53 am

As our friends along the East Coast curse the snow, ice and cold that has afflicted the region over the past two winters, there is an upside that will impact people who are far removed from the widening Snow Belt.  Mother Nature is advancing the cause of telecommuting more than anyone else. Blame it on […]

Posted in Virtual Workforce | Tagged , , , , , , , , , , , | Comments (5)

Five Star Service Requires Five Star Training

December 28, 2010 – 3:25 pm

A properly trained customer service staff is the cornerstone of a memorable experience.  The training of a team can get lost in the shuffle of service offerings and budgetary constraints.  However, even the most robust services and experience rings hollow when the support team is inadequately prepared to represent the brand. I recently had the […]

Posted in Concierge, Contact Center Best Practices, Customer Experience | Tagged , , , , , , , | Comments (6)

How Not to Win Fans and Influence Followers

October 21, 2010 – 2:44 pm

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 […]

Posted in Marketing, Retail, Social Media | Tagged , , , , | Comments (1)

Finding the Needle of Customer Service Quality in a Haystack of Marketing Claims

September 28, 2010 – 5:26 pm

Webster’s defines quality as “producing or providing products or services of high quality or merit.”  Applying this to products is oftentimes easier for products than services.  For example, an automobile can have initial quality – great features for the price, while the long-term definition relies upon reliability, safety and even resale value.   Determining quality is […]

Posted in Contact Center Best Practices, Customer Experience | Tagged , , , | Comments (0)
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