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Eliminate Unnecessary Customer Calls
Are your call center costs way too high? Are your customers’ experiences way too low? Poor customer care is not only pervasive and widely publicized, but seems to be getting worse. Witness the recent uproars about Dell Computer and AOL. More and more I have seen clients that are frantic, though internally focused, saying, “Our budget for handling…

A perfect storm for container shipping
Will prolonged disruptions shift the pattern of trade? A giant ship wedged across the Suez canal, record-breaking shipping rates, armadas of vessels waiting outside ports, covid-induced shutdowns: container shipping has rarely been as dramatic as it has in 2021. The average cost of shipping a standard large container (a 40-foot-equivalent unit, or feu) has surpassed $10,000, some…

Decisions, Decisions…
Every moment of every day, a person takes action. Some of these actions are involuntary in that the person does not have to contemplate their taking place, such as: breathing, the heart beating, digestive process, etc… And some of these actions are voluntary in that the person is consciously involved in taking the action, such…

Digital Photography: True to its image
It could be said that the motor industry’s growing fascination with digital photography is about as significant as Nokia’s legacy of squandered opportunities. It was no secret that, while Nokia had some of the best technology in the business and a reputation for building high-quality hardware, its Symbian operating software was clunky compared with the elegance…

State of Readiness; Aaron Roe – Global Process Owner at Roche
I invite Aaron Roe, presently the Process Owner of Customer Experience at Roche Diabetes Care, as my guest on this episode of “State of Readiness“. This is a really great conversation full of enthusiasm and passion. Aaron Roe has spent the last 15 years at Roche, holding positions and roles including; Commercial Excellence Director, Business…

Start Building a Better Future Today
What a difference a year makes… Looking back at my last year’s Holiday article called 2008 “The year of quicksand” I made several references to the rip-saw in the economy and the plummet of almost every known economic indicator. Some pundits were even speaking of an “economic Armageddon”. Everything is still not back to the “before” –…