Strategy Driven

JANUARY 2, 2015

‘Customer care’ means that customer service is palmed off on some call center. . ‘Right now’ is a vendor term for what they’re peddling, rather than what the marketplace really needs. Expect to render good business all the time.

Strategy 50

Strategy Strategic Planning Budgeting Risk Management 50

Strategy Driven

OCTOBER 7, 2016

If problems are handled only through form letters, subordinates or call centers, then management is the real cause of the problem. Customer focused management begins and ends at top management. Management should speak personally with customers, to set a good example for employees.

Management 70

Management Hostile Takeover Management by Objectives Objective 70

Harvard Business Review

OCTOBER 10, 2017

In an experiment, we approached the call center of a bank’s consumer loans business. (We’ve This call center employed all the best practices of the day: A psychologist created scripts of talking points. We made a number of operational changes to the call center. Building Balanced Cultures.

Organization 11

Organization Tactics Call Center Metrics 11

Strategy Driven

DECEMBER 18, 2015

If problems are handled only through form letters, subordinates or call centers, then management is the real cause of the problem. Customer focused management begins and ends at top management. Management should speak personally with customers, to set a good example for employees.

Hostile Takeover 50

Hostile Takeover Management by Objectives Objective Scientific Management 50