Customer Service

30Apr 2015

Give the academic landscape a quick glance and you will realize: The global learning and development space is evolving at an accelerated rate. From Western Governors University’s unprecedented online graduation rates, to forward-thinking business models like LinkedIn’s purchase of Lynda.com, to the academic institutions now using MOOCs to bring a world-class education to anyone, anywhere, […]

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23Apr 2014

Recently the website hosting company I use experienced a prolonged service outage. What ensued for thousands of customers like me illustrates the difference between brand promise and brand equity. My previously positive perceptions of value met a fundamental gap with my experiences during the downtime. The brand’s repute is now seriously, publicly, irreparably damaged. My […]

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19Feb 2014

“Open the pod bay door, Hal.” “I’m sorry, Dave. I’m afraid I can’t do that.” – 2001: a Space Odyssey When astronaut Dave Bowman asked the Hal 9000 to open the door, he didn’t get the answer he wanted—but at least he got a response. In today’s business climate, agility and speed are critical. Your […]

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30Jan 2014

Unprintable words are flying in Atlanta right now in the wake of this week’s epic failure of leadership. Maybe you’ve heard about our 2.7” snowfall and the gridlock it caused? This circus was brought to you by a mayor and governor who couldn’t see trouble coming, even as the National Weather Center screamed like Chicken […]

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21May 2012

But what does the same random acts of kindness look like in business relationships? Let’s start by agreeing on a definition: For consumers long used to distant, inflexible and self-serving organizations, any acts of kindness by brands will be gratefully received. For brands, increasingly open communications both with and between consumers (especially online), means that it’s never been easier to surprise and delight audiences with random acts of kindness: whether sending gifts, responding to publicly expressed moods or just showing that they care!

21May 2012

“If someone forces you to go one mile, go with him two miles.” – Matthew 5:41

I’ve never opened an article with scripture, but then again, I’ve never seen faith so dramatically tied into an organization’s vision delivered, in essence, it’s culture, than that of Chick-fil-A. Now, unless you’re in the south or disparate parts of the country, you may have not heard of this $4B in revenue “family business,” that’s never open on Sundays! But try their renowned chicken sandwiches once (my favorite is the chargrilled spicy with a large raison carrot salad and a lemonade) and you’ll be back!