Customer Care

News

More News

This is supposed to be trade-show season. The time when companies send their employees to industry tech shows and user-group meetings to see and experience the latest offerings in their field. A time...
    A couple weeks ago a consultant friend of mine, who coincidentally focuses his practice on lean in healthcare, was complaining about issues with his healthcare providers. It’s a story we hear often: doctors running late, very short and often superficial consultations, a rush to diagnosis, and a...
    We are currently living in the digital age and are drowning in an ocean of data. Organizations have a large number of data entities and data elements, and a large volume of data corresponding to the same, and they continue to amass more and more data with each passing day. With the large amount of...
    During the last five years, a small number of organizations have been featured multiple times in my writing. In the vast majority of cases, I have used these businesses as a way of bringing to life global best practices in the field of customer experience management. It is inspiring to be able to...
    ‘It’s the shoes!” Spike Lee yelled into the camera on the Air Jordan ads. But it was never the shoes. Michael, Magic, and LeBron would have outplayed their leagues in golf cleats. It was never the shoes. But it was us, the salespeople. In our case, the intelligencia that “trains” people to be...

More Articles