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Contributed Articles

Every Mistake is an Opportunity to Surprise and Delight

To get customers talking about your company, you need to give them something to talk about. There is nothing more word of mouth worthy than surprising and delighting customers. A delighted customer wants to share that joy with others and pass the happiness on, and a surprised customer can’t help but express his or her shock over an unexpected event. If you can consistently surprise and delight, that is your marketing. And the best opportunities for surprise and delight come from the mistakes we make -- mistakes that disappoint and enrage customers, mistakes that happen all-too frequently.
[Full Article]   Feb-10-2013

 

Customers Request the Darndest Things

Customers are kind, mean, and everything in between. But, every now and then, customer service representatives encounter customers that are off the charts. These requests leave service professionals scratching their heads as they conjure up ways to satisfy the consumer despite their confusion. Yet, while these interactions may be strange at the time, they typically make for entertaining stories after the fact.
[Full Article]   Feb-10-2013

 

Six Secrets to Doing Less

In the pursuit of innovation, leaders are often faced with three critical decisions: what to follow versus what to ignore, what to leave in versus what to leave out, and what to do versus what not to do. Many of the most original innovators tend to focus far more on the second half of each choice. They adopt a “less is best” approach to innovation, removing just the right things in just the right way in order to achieve the maximum effect through minimum means and deliver what everyone wants: a memorable and meaningful experience. It’s the art of subtraction, defined simply as the process of removing anything excessive, confusing, wasteful, hazardous, or hard to use -- and perhaps building the discipline to refrain from adding it in the first place. These six rules help guide that discipline.
[Full Article]   Feb-03-2013

 

Ready, Set, Compete: The Benefits of IT Innovation

These days, innovators must play by a new set of rules. IT leaders find themselves taking a fresh look at project management and resource planning as they seek to accommodate business demands for speed to market while assessing a deluge of new tools driven by new technologies. Developing the "next big thing" requires fearlessness, a fast pace and a fascination with new ideas, not to mention reliable partners and an open-minded team of professionals who can imagine the possibilities -- a tall order in an often "command and control" IT environment. This article takes a look at how four IT executives have learned to "fail fast and move on" with innovation while maintaining a competitive advantage in a cutthroat marketplace.
[Full Article]   Feb-03-2013

 

We'll Call You: Putting an End to On-Hold Misery

It's a universal reality: Customers dislike waiting on hold. Now call-backs and virtual queuing are changing all that. Call-backs benefit customers, most of whom would rather not be tied up listening to grating music or repetitive reassurances of their importance to the company. They also benefit call centers, which don't have to tie up phone lines and other resources with callers on hold.
[Full Article]   Feb-03-2013

 

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