June 2009 Blog Posts (3)

Where is Washington going on healthcare and how can we capitalize in the call center space?

The Hill is abuzz with the Obama administration's adamant call for government provided healthcare though the jury is still out on whether or not the bill will make it to a Congressional vote. During my trip out to DC this week I had opportunities to discuss the matter with both Republican and Democratic Members of Congress. And though partisan camps remain in place (no great surprise), the reality is that if Al Franken is seated in Congress, they've got a majority impervious from Republican… Continue

Added by Josh Scism on June 26, 2009 at 3:39pm — No Comments

customer service frostbite

"Customer Service" FROSTBITE

I heard a story this weekend that I thought was a perfect analogy to the lip service many customers and executives are paying today for their "Customer focus" and "Strategic Customer Experience Initiative" ... sounds good in the board room and in the press to share holders but VERY few live it and make it a way of their company culture.

The ones that DO we all know, the ones that just talk the talk we all know too... we see them in the recent Hall of… Continue

Added by rick sherman on June 23, 2009 at 9:00am — No Comments

Customer-Centric Culture Essential for Customer Experience Management


What Does it Mean to be Customer-centric?

To have the customer's best interests as the focus of your attention -- not to be pre-occupied in your own interests at the customer's expense.

To do this, you need to:

(1) Really know the customer in order to anticipate their best interests.

(2)… Continue

Added by Lynn Hunsaker on June 15, 2009 at 10:46am — No Comments

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