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How to Grow a Professional Association
Over the years I have served on the Boards and Committees of several professional associations. It’s great networking, and the meetings are usually great learning opportunities. I often get asked to...
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Wal-Mart to Online Customers: “Don’t Call Us – Ever!”
According to a story from NPR, Wal-Mart doesn’t want it’s online customers calling them so much. So they removed the customer service phone number from their website and want customers to use the...
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The Big D’s – The Two Keys That Make or Break a Customer Initiative
After years of working on “customer” projects it always seems to be the same two “keys” that get a project to show results quickly, or force us into endless meetings to discuss these two mysterious...
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Do You Care if a Customer is Still YOUR Customer?
It turns out that 44% of customers who stopped doing business with a teleco company believed the company didn’t even know. (Study by RightNow & StollzNow). Turns out most of the defection is due...
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‘Tis the Season to Ruffle Some Feathers
September-October is typically the time that most organizations begin their strategic planning process. Most will focus on answering the following questions: Where are we now? (current state) Where...
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