With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…Continue reading "Customer Service Queues: Fair, Fast Or First?"
Archive for September, 2009
Tuesday, September 29, 2009
Monday, September 28, 2009
Rosabeth Moss Kanter published a thought-provoking post on The Change Master blog at The Harvard Business Review recently. “Inside Procter & Gamble’s New Values-Based Strategy” featured insights gleaned from an interview Ms. Kanter conducted with new CEO Bob McDonald, who took the reins at the world…Continue reading "A Renewed Sense Of Purpose"
Friday, September 25, 2009
“Where success is concerned, people are not measured in feet and inches, or pounds, or college degrees, or family background; they are measured by the size of their thinking. How big we think, determines the size of our accomplishments.”
Great words of wisdom from David Schwartz and his book The …Continue reading "How To Think Big At Work (And Life)"
Wednesday, September 23, 2009
What are expectations anyway? We’ve heard quotes like this one from Stevie Wonder: “You can’t base your life on other people’s expectations.” Or this one, from Brian Tracy: “Winners make a habit of manufacturing their own positive expectations in advance of the event.” But the one that comes closest…Continue reading "Thought Leaders Should Violate Expectations"
Let’s have a show of hands: Who attended last week’s virtual Digital Marketing World?
I know a lot of you did, and thanks for coming. It was an amazing event (and don’t worry, if you missed the September 16th event, the whole thing is still available On Demand).
One of my favorite sessions was the…Continue reading "What Does Tina Brown Have to Say to Marketers?"
Monday, September 21, 2009
We all know what brands are. But what are “megabrands”? A recent Brandweek article tackled this topic recently, and I think they did a masterful job of explaining what a megabrand is, and what it isn’t.
As the article, “What Makes a Megabrand,” points out, most people, if asked about what they con…Continue reading "Turning Brands Into Megabrands"