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…
I read a great blog post regarding the Value Proposition of seat belts. Seat Belts! Who would think that seat belts needed a marketing plan? Then again, I can remember riding in my Dad’s old Chevy pickup when I was a kid – and I’m fairly certain the thing didn’t even HAVE seat belts. However, if we can all…
This is a question that I recently felt compelled to flat-out ask a COO of a publicly traded Fortune 500 company in response to a series of comments he made to me during an engagement interview. His shocked response was, “Of course not…!” There was obviously a disconnect someplace. To be sure, we are living…
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…
There are diversions to help us get through our day and work more productively, and there are distractions that keep us from doing our work altogether. They range from never-ending stories from two colleagues standing at your desk talking to each other (and not you), a barrage of emails, the dog wanting to go out or,…
I am going to call 2008 “The Year of Quicksand”. 2008 started-out relatively strong and at-ease – but this proved deceptive as the observable global heath was hiding the real rot underneath. All it took was one miss-step, and the struggle began. And it seemed that the more we struggled, the deeper we sank –…
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