Category Archives: Customer Service

Steering and Branding

What’s in a name? How about the three R’s: recognition, reputation, and revenues? What’s the value of a brand? BRANDZ has just published their evaluations and valuations of global brands. It’s a measure of just how valuable the commercial brand is and supporting insight into the whys and wherefores. The shifts and changes in their rankings are a barometer of how our choices of who delivers value are manifested in our buying behavior. It’s not an opinion poll, but rather an evaluation that incorporates business results with analysis inclusive of some subjectivity.
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I Can’t Hear What You’re Seeing

For many years, the term Voice of the Customer has been a source of incalculable confusion and a hazardous source of misdirection. The reality of dealing with a cacophony of voices that can often come from the many interfaces and service points is daunting for some. Discerning the signal from the noise fosters subjective simplification and can and too often yield risky and sometimes shallow insights carried forward into our delivery of services.
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Virtual Value and Space-Time

Wow, the future was yesterday. The shopping data for Black Friday and Cyber Monday 2009 is eye-popping. In the never-ending race for shopper’s wallets, the agile have taken the day.
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Burned by the Budget

This has been a tough season for many. As business belts and budgets tightened, the focus to become leaner has led to some tough choices. Many of the activities we engaged in with customers had to change, even go by the wayside. Maybe it was fewer visits, or less personalized care, as we moved their requests into more “efficient” centers, thereby reducing transactions costs. Some of the requests we did for little or no cost, now are fee based. What about when the economy improves?

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“Hurry Up and Wait!”

This morning I was traveling. It was a long flight, but the flight crew made great time. In fact, the pilot announced that we would be in a half hour early, at the gate. Great news! I could feel those …
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“It’s Not Your Problem!”

Travel mess-ups happen. If you’ve been on the road for some time, you accumulate enough stories to play one-up-on you  with fellow road warriors. My wackiest experience was when I and a customer were in Suriname (Dutch Guyana) and had …
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