February 2009

Wading in the Social Media Kiddy Pool: Diving into Twitter, One Toe at a Time

February 18, 2009

Jumping into the worldwide social media pool looked like fun. I thought that I was ready until I walked right up to the edge and uncharacteristically froze. The technology wasn’t scary. I speak tech fluently. A degree in engineering combined with a love for how things work makes it fun. The problem was at a much deeper level. It was almost like going back to high school with cliques and pecking orders. I wasn’t sure that I would fit in and didn’t know if I wanted to

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Customer Satisfaction Improves. Is the Recession Almost Over?

February 17, 2009

The American Customer Satisfaction Index (ACSI) released their fourth quarter results today. According to their commentary, in 2001, an uptick in the American Customer Satisfaction Index (ACSI) signaled that a rebound in the economy was near. This time, it is different.

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Following the Leader Belongs on the Playground, not in the Boardroom

February 16, 2009

It is tempting to copy the policies and strategies of the leading companies in your industry. After all, they are at the top and seemingly set the standard for everyone else. Conventional wisdom says that failure to follow their lead is the path to corporate suicide.

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Leveraging Cross Channel Resources to Reduce Costs

February 13, 2009

If you create an integrated cross channel business model, your can have your service cake and eat it, too. We have all been in those budget meetings where the CFO recommends cutting service to reduce expenses.

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The High Cost of Poor Product Knowledge in a Multichannel World

February 12, 2009

Competition is unrelenting, costs are escalating, and consumers are hesitant in the multichannel marketplace. When a potential buyer calls the company for more information, the difference between a sale and an expense is the conversation with a customer service representative (CSR).

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