A Business Technology Place (Since 2008)
I experienced a flight delay on February 21, 2011 flying on Delta Airlines from Atlanta to Chicago. The delay was the results of two events: 1. An equipment problem. It was announced as a fuel leak. 2. Weather conditions in the Chicago and the Mid West created flight delays and Read More …
Several weeks ago I filed a request for an account credit with a strategic partner due to violations with our service level agreement (SLA). During the previous months, this partner had failed to deliver its contracted service at levels noted in the SLA for availability. My team and I had Read More …
I’m not a customer service professional by title, but I write a good bit about “customer focus” and its importance to a business. As I interact with businesses in my personal and professional life, I’m always looking for those that exhibit world class customer focus. A marketing professor once told Read More …