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Recently in Customer Service Category

March 11, 2010

Hoffman's Hot Seat: Trends Driving Workforce Optimization Strategies

Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations.

Continue reading "Hoffman's Hot Seat: Trends Driving Workforce Optimization Strategies" »

March 4, 2010

Hoffman's Hot Seat: Getting Voice of the Customer Programs to Succeed

A growing number of companies are launching Voice of the Customer programs to help gather customer feedback across multiple channels. 1to1 Media's Tom Hoffman spoke with Roderick Morris, Vice President of Marketing at Vovici to discuss some of the inherent challenges of making these programs succeed, including data integration issues.

Continue reading "Hoffman's Hot Seat: Getting Voice of the Customer Programs to Succeed" »

February 26, 2010

Guest Blogger Ralph Heath: Teaching and Developing Leaders via Storytelling

Teaching is a struggle. Teachers would be paid like rock stars if I were our country's benevolent dictator. (Full disclosure: my mother, sisters, and much of my family are all teachers. Further full disclosure: I'd love to be the country's Benevolent Dictator.)

Consider this situation: I was helping a young man with a speech the other day as he is in the finals for the "Outstanding Young Man" in the state of Wisconsin. And indeed he is an outstanding young man and very smart, as you would expect.

He used the word "ump" in his story and I suggested he use the more formal umpire as some of the judges may not be as familiar with the word ump. I also thought using the formal word might make him sound more eloquent. Probably not my best contribution ever, but the speech was so good I couldn't think of anything to add and I'm supposed to be Mr. Big Shot Keynote Speaker Guy. In subsequent rehearsals he struggled to make the relatively simple transition to the word umpire.

It is a testament to the challenge of teaching and getting people to embrace change (and why minor suggestions are often best left unsaid).

Continue reading "Guest Blogger Ralph Heath: Teaching and Developing Leaders via Storytelling" »

February 19, 2010

Service Can Make or Break a Sale

Customer service, in its many forms, can be an effective sales tool. Sometimes, however, when the experience is self-serving for the provider, a service opportunity can become a way to lose business. Consider these two examples:

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February 12, 2010

Guest Blogger Joseph Jaffe: It's Better to Be S.A.F.E. Than Sorry

In my new book, Flip the Funnel, I talk about better being S.A.F.E. than sorry. The acronym stands for:

  • Satisfy curiosity
  • Address concerns
  • Avoid festering
  • Prevent escalation

Continue reading "Guest Blogger Joseph Jaffe: It's Better to Be S.A.F.E. Than Sorry" »