Category: Articles
You Know You Are A “Real Writer” When….
People write for all kinds of reasons. Some do so because they feel it’s a good business strategy to create blog posts. Others write because they have a passion about a particular subject. There’s one element that will help you…
Eleven Pillars Of Radical Customer Service
So long as you do what everyone is doing in customer service, you have no chance at using customer service as a competitive advantage. The basic principle behind radical customer service is simple, and applies to many other areas in…
How Good Does Voice Recognition/Artificial Intelligence Have To Be To Be Useful For Customer…
Q: Since Watson’s successful debut on Jeopardy, there’s been a suggestion that computers can do natural language processing to improve customer service. What do you think? Robert: I think it’s fascinating, and promising to imagine a computer can handle and process customer…
Teachers Who Make A Difference: The Gift That Lasts A Lifetime!
Some forty years ago, I learned that the Battle of Hastings was fought in 1066. I have to admit that I’ve never been called upon to use that information, any more than I’ve been called upon to recite the various…
Supporting Your Support Staff So They Can Support You
They usually do the most repetitive job tasks. They answer the phones, keep things organized, keep track of finances, make sure you have what you need when you need it, and are often the first contact a customer or member…
Case Study: How Efforts To Increase Website Engagement Can Backfire — Winning the Battle, Losing…
Acme is an online book store and publisher, with a relatively successful and profitable website. Their daily traffic runs at about 3,000 unique visitors a day, and while they don’t sell a ton of books the website is a profitable…
