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 …

Why cord-cutters are still getting the better deal

It’s been five years since I cut the cord with traditional cable TV service. I don’t regret the decision. I also mounted an HDTV antenna in my attic and enabled a crystal clear picture for all local channels to every “cable” outlet in my house. This is useful if the Read More …

Learning from customer service experiences

I’m documenting some customer service experiences from the last two weeks. They had an impact on my actions and they serve as a good reminder of reflection for customer service actions that we provide to others. People do notice words, attitudes, and body language. While on vacation at a location Read More …

More or Less?

Truth. There will always be more work to do than is possible to accomplish by my team. Think more. Whine less. Earlier this year I penned some thoughts about thinking through resource contention, Do more with what you have!, because I was looking for better ways to address resource contention Read More …

Revisiting – What are you known for?

Deja Vu I recorded a few rambling thoughts one day after work this week. That’s how many of my blog posts originate. Things happen through the course of a day that stick with me into the evening. When I jot down my thoughts, I see interactions with people, process observations, Read More …

The Yin and Yang of Security Patching

  My computer is working, don’t change anything. As an IT manager I observe this behavior regularly with end-users and product managers of eCommerce applications. It’s understandable. When a computer system is working and doing its job then “updates” are sources for creating failure. Updates change code. Updates rock the Read More …

Special Sauce

Two all-beef patties, special sauce, lettuce, cheese, pickles, onions, on a sesame seed bun. I remember that McDonald’s commercial like it was yesterday. Now, decades later, I’m still fascinated with ‘special sauce’, just not the sauce on a Big Mac. The topic is universal. What makes companies and groups successful? Read More …

Compete or get left behind

Ack! This story about Eugene Kaspersky complaining about Microsoft including antivirus software with Windows 10 touched a nerve. I had flashbacks to the litigation against Microsoft and Internet Explorer bundling in the late 1990s. Fast forward 16 years later from the browser showdown and we see that Internet Explorer is Read More …

The Ackerman Security Wireless Communicator Upgrade Letter

Last week I started a two-post blog about examples of marketing communication letters to customers. I chose two examples that show when a marketing group is out-of-synch with the operations group of an organization. The letters are good case studies about syncing instructions, or the call-to-action, to a customer to Read More …

When being unpopular is part of your job description

A colleague told me a story this week about their involvement in a software development project. If you make software for a living you know there is always a desire to produce working software faster. Her story was a tale about requirements, servers, browsers, bugs, and other types of gremlins Read More …

Long term thinking – right now

“If you don’t have a real stake in the new, then just surviving on the old – even if it is about efficiency – I don’t think is a long-term game.” – Satya Nadella Is any business safe surviving on “the old”? Managing a product or service that is in Read More …