May 9, 2016
How to Get Scratched Off My Daughter’s College Short List
This year, our spring break did not include a beach. Instead, it included seven different…
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April 26, 2016
Health Check: Do Your Customers Trust You?
What a nightmare trip to the doctor’s office taught me about “trust” and what your…
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March 24, 2016
4 Steps to Flawless Customer Experiences
We’ve all had our fair share of customer service trials and tribulations. Maybe you couldn’t…
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February 17, 2016
Do you know who you’re talking to?
Do you know who you’re talking to? Good marketers at most companies know that the content and…
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February 2, 2016
Part 2 – Intertia is not a strategy
“The less there is to justify a traditional custom, the harder it is to get…
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January 7, 2016
How to destroy 5 years of brand equity in less than 72 hours
About 5 years ago, I became fed up with trudging into my local corporate-owned mobile…
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November 18, 2015
What Gets Measured Gets Mismanaged
“A call center may boast high productivity and low costs per call, but that’s irrelevant…
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November 6, 2015
This Call May Be Monitored For No Apparent Reason
“Not everything that can be counted counts, and not everything that counts can be counted.”…
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October 15, 2015
6 Keys to Sales Enablement Done Right
“Every year we make significant investments in TV spots, sales leads, marketing materials, new technology……
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July 11, 2015
The Quality Revolution: Five Keys to Transforming Your Quality Program Key #5: Certification & Continuous Improvement
A Quality Revolution has been emerging in the last two years, transforming underleveraged and underperforming…
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