Working teams sometimes get locked in difficult battles when it comes to settling on a creative direction or execution. I’ve noticed that many of these
Tag: Customer Experience
Say Goodbye to the Call Center
Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront
Can Customer Experience Drive Business Decisions?
Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are
A Remarkable Customer Experience
My brother-in-law, Michael Roberts sent me this video last week. You may have seen it, maybe you haven’t. Please watch it. It’s called The Simple
Follow Up to Mellon Disaster
Yesterday I wrote about the problems I encountered with the Mellon Investor web site. I was forced to call today to conduct my transaction. Got
Forrester Finance Forum 2008 – Second of Three
Is Net Promoter Score the Holy Grail? Second in a three part series of observations from the annual Forrester Finance Forum, How to Deliver Great
