Customer relations is the company-wide process of nurturing positive relationships with your customers — the sum of all customer interactions and experiences.
The Misconception of Reliability and Availability After a 10 year reliability journey that takes me across the appliances, power generation, aerospace, component placement, electronics design, wireless, and finally the cable industries, I would like to share my astonishing discovery with my friends and foes alike. My focus will be on the cable industry where my recent…
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…
This article describes and diagnoses the following elements of the Brand Index and how in this new world it can be a significant competitive advantage. The shock wave of change The impact to the brand The importance of brand The ingredients of the brand The strategy to manage it And The analytical ingredients The value…
In the “legion,” you march or die… As business leaders, sometimes we march because we are driven by opportunity to accomplishment, and sometimes we are forced to march to thwart a threat. … But march we must. The media has devoted a lot of energy as of late fanning the flames that the economy is…
Kenny Rogers Had It Right…. “You got to know when to hold ‘em, know when to fold ‘em,Know when to walk away and know when to run.You never count your money when you’re sittin’ at the table.There’ll be time enough for countin’ when the dealin’s done.” Kenny Rogers, The Gambler This was a very popular…
Lessons on Air Travel… Unlike most people I know, I actually enjoy flying. It’s mostly the result of an attitude that I project when taking a trip, coupled with an amount of planning and making sure I get to the airport well ahead of time. If there is a layover involved, I want a MINIMUM…
