Interview with Jessica Cryer, of CSPN

You Don’t Call A Lawyer When You Are Happy It was 1988 and finding an apartment to rent in Toronto was tough. The vacancy rate was 0.1%. Rents were sky high, and landlords knew they could get away with a …Continue Reading →

Stop Thinking of Your Call Center as a Cost Center   Today’s podcast guest, Blake Morgan, started as a conference organizer in the call center world, so it’s hardly surprising that her views on customer experience dig into the call center.   But,

How Can Anything Be More Important Than Customers? http://media.blubrry.com/frankreactions/content.blubrry.com/frankreactions/106_Jeff_Polovick_Driving_Force_final.mp3 Hey, I’m all about customer focus and delivering consistently great customer experie...

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow.

AKA, The Meat Lovers Marketing Research Episode When Barry Davis, AVP of marketing research firm, Leger, started chewing on what consumers had told his firm motivated their decisions when buying meat, he found the results tough to swallow. You see,

These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of about...

These days even product manufacturers are realizing that they need more of a service orientation if they are to succeed; more of a people focus. Lexmark, a provider of printing and imaging products, software and services with a worldwide staff of …Cont...

Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man …Continue Read...

Personalization: More Than a Trendy Word? When I was a little girl, my Mom told me, “We don’t ask personal questions.” I’d already embarrassed her enough by asking in my little high pitched toddler voice whether her hairdresser was a man or a woman.