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Top 3 Initiatives To Shake Up Your Field Service Operations

Top 3 Initiatives To Shake Up Your Field Service Operations

Here are three initiatives that can shake up your field service operations and become the hero of your enterprise.
Diary Of A Wimpy Field Tech

Diary Of A Wimpy Field Tech

Want to know what it's like on the other side of customer service? Find out what a day is like for a field tech and his motivation.
3 Steps To Achieve Consistency Of Customer Satisfaction

3 Steps To Achieve Consistency Of Customer Satisfaction

If your business can deliver a consistently good customer experience, you'll have a strong competitive advantage that is difficult to replicate.
My First Tech Love:  The Mobile Phone

My First Tech Love: The Mobile Phone

Inspired by Spike Jonze’s new movie, Her, I wanted to confess about my first “tech love,” the mobile phone. Maybe love is a little strong, but it was definitely a “tech crush.” It was 1999. I had been eying...
Marathoners running across bridge

Targeting: The Marketing Game Has Changed

Consumer marketing used to just be about “spray and pray” tactics. We looked at our consumer database and came up with our simple segments, from a combination of age, geography and race. It was an art not a science,...
elf performance management

Big Data To Power Holiday Shopping Elves

I don’t consider myself to be a procrastinator when it comes to shopping for the holidays. I made my list very early on (even before all the retailers start their holiday decoration) and identified gift ideas for all...
Social Media: The 1-800-GET-HELP For The 21st Century Customer?

Social Media: The 1-800-GET-HELP For The 21st Century Customer?

Some may consider delivering customer service over social as hype. But there’s no question it is fast becoming a key channel for mainstream companies to meet customer service needs. One of the highlights of the Social Shake-Up conference...
What Is the Secret Sauce of Great Customer Experience?

What Is the Secret Sauce of Great Customer Experience?

As is the norm these days, I hit Amazon.com when my family needs something. In fact, we would use Amazon even when we just want to “window shop”! The other day, my wife saw a pair of sandals she...
Top 10 Of “Not So Excellent” Customer Service

Top 10 Of “Not So Excellent” Customer Service

For many of us, it’s a sad commentary that poor customer service is the rule, not the exception. In the style of David Letterman and The Tonight Show, below is my top 10 of the “not so excellent...
Customer Service

Is Your Customer Service Suffering From Schizophrenia?

Has this ever happened to you? You’re psyched to have earned a free night’s hotel stay from one of the major travel sites. So, you go to their Web site and book your night, being careful to take into...