I recently read an article in the McKinsey Quarterly, titled The Second Economy. It was a fascinating read that explained the obvious – but not so obvious – transition that has been happening for a couple of decades – which is business processes slowly moving from human to digital. “ Business processes that once took place among human [...]
Customer Service
Netflix is in the news again. CEO Reed Hastings apparently has decided against splitting the company into two distinct product lines – DVD rentals and streaming video. The decision was made after customers protested and share value dropped some 60% since July. I don’t know about you, but it doesn’t necessarily surprise me that Netflix [...]
I recently went to a doctor’s appointment with my husband to a physician specialist who is said to be “one of the best” in his field. The appointment was at the doctor’s office at the local Medical Center. My husband’s appointment was for 1:30 pm and I was meeting him at the doctor’s office because [...]
Whether you rent DVDs or enjoy streaming video, you can’t help but be fascinated at the recent Netflix news. A blog post went up on the Netflix site Sunday night from their CEO Reed Hastings with an apology for their poor communication process with customers. If you are not familiar with this story, for over [...]
The news that Steve Jobs stepped down as CEO at Apple saddened me for a couple of reasons. First it is unfortunate that Steve’s health has forced him to leave his post way too soon and secondly I think it’s a shame to lose such an amazing visionary. I don’t know very much about the [...]
As 2010 comes to a close, organizations should be preparing for the new year. Planning and goal development helps businesses achieve strategic objectives. There are many aspects to business management but focusing on the strategic vision, critical success factors and business goals is imperative to achieving corporate objectives. Some Things Organizations Should Focus on in [...]
I hope everyone had a great holiday weekend! I’m honored to host this edition of the Customer Service Carnival. As you begin a new work week and the official kickoff of the Christmas season, I hope you enjoy the following articles! Anna Farmery talks about certain key connections you must make as presented in 10 Business [...]
Customer service is critical for achieving desired business results. Someone calling into a business for the first time is the perfect opportunity to make a lasting first impression. For this reason, it is important for the person who answers a business telephone to go through training. Employees need help understanding the importance that what they do affects the [...]
