A customer service hack to win the day

Some years ago, I attended an in-house training course on customer service principles named Customer Experience Owner (CEO). It was required training for new employees to teach client relationship techniques during conflict, negotiation, and service delivery. The company produced customized commercial print pieces and customer service was essential for maintaining Read More …

Beat the bloat of software subscriptions

With another season of budget planning now in the books to execute anew, it’s time to self-reflect on your budgeting process to find learnings for next year. For technology spend, an area of opportunity to reduce costs is to find redundant and underutilized software subscriptions. Not only does consolidation and Read More …

What makes your best supplier relationship special?

What makes your best supplier relationship special? I’ve been examining key providers of technology solutions in my environment over the past year. I’m interested in where their technology provides solutions for business delivery, potential overlap of services, underutilized solutions, and supplier involvement in our business relationship. A relationship characteristic I Read More …

Learning this changed my career

The year was 2001. I was in a room presenting a 1.0 version of an internal browser-based utility that enabled our billing department to generate a current customer price card without running a program and print job from the mainframe. It was a leap forward with technology use, but more Read More …

Foundations for digital culture (part 3 Envisioned Future)

Influencers Part 1 Building Blocks Part 2 So the future can look like this Customer success as a motivator The first building block of the digital culture is to obsess over the customer and not technology. I believe when team members are obsessed with the customer, they are more motivated Read More …

Foundations for digital culture (part 2 Building Blocks)

Influencers Part 1 A narrative to create a digital culture… for the customer (part 2 Building Blocks) So now we should make the digital culture from this Obsess over customers, not technology A fundamental learning from the past several decades that has influenced modern methodologies and organizational layouts is running Read More …

Foundations for digital culture (part 1 Influencers)

A narrative to create a digital culture… for the customer (part 1) In the past Over the last five decades, information technology departments evolved from independent groups to entire companies with specialized technology-based products and services. An industry sector is named for technology and many companies today are changing their brand Read More …