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Science Reveals Customer Service Secrets

January 31st, 2005 | Comments Off | Posted in Customers

“Customer service has been a widely discussed topic for decades. The early 90’s saw a period of quality customer service, exceeding customer expectations and ‘moments of truth.’ The technology revolution has brought customer relationship tools and software. Technology allows business of all sizes to manage their customer relationships with profiles, trends and customer history. It would seem that nothing new has developed from the field of customer service until you know the work of Professor Richard B. Chase and Associate Professor Sriram Dasu at USC’s Marshall School of Business. Professor’s Chase & Dasu have applied the field of behavioral science to customer service.”

So you want to be a consultant…?

January 31st, 2005 | Comments Off | Posted in Entrepreneurship

“I’ve been a consultant of one form or another since 1985 when I started my old company, V-Systems, with a friend from college, and actually did bits and pieces of consulting as early as 1982. I have been asked often about the business, and I decided to write this up.”

The 10 Worst Corporations of 2004

January 31st, 2005 | Comments Off | Posted in Business

“The year’s most egregious price gougers, polluters, union-busters, dictator-coddlers, fraudsters, poisoners, deceivers and general miscreants: It is never easy choosing the 10 Worst Corporations of the Year ó there are always more deserving nominees than we can possibly recognize. One of the greatest challenges facing the judges is the directive not to select repeat recipients from last year’s 10 Worst designation.”

Why Your Pointy Haired Boss Is A Mathematical Certainty

January 31st, 2005 | Comments Off | Posted in Statistics

“The Bureau of Labor Statistics (BLS) produces some interesting documents about things like the percentage of the population that can work, the percentage of that population that is employed and so on. Well, one document they produce is the Occupational Employment and Wages report. Basically it says how many people have what job and what they get paid. So I gathered the data from this chart and created this graph that shows how many people get paid what. Each dot represents a type of job.”

Why advertising, marketing and PR pros should blog

January 27th, 2005 | Comments Off | Posted in The Web

“Blogs are a cheap, convenient and enjoyable form of PR and marketing that should be part of every business plan in 2005, writes Bob Cargill, senior creative director of Yellowfin Direct Marketing.” And here’s a counterpoint: Why Advertising, Marketing and PR Pros Shouldn’t Blog.

Innovative Ideas For Members Of Boards of Directors

January 27th, 2005 | Comments Off | Posted in Leadership

“Board Options, Inc. is a nationally recognized company that specializes in helping boards be even more effective problem solving units through the application of practical behavioral science.”

Warren Buffet on Gratitude

January 27th, 2005 | Comments Off | Posted in Life

“There are roughly 6 Billion people in the world. Imagine the worlds biggest lottery where every one of those 6 Billion people was required to draw a ticket. Printed on each ticket were the circumstances in which they would be required to live for the rest of their lives…. If you are reading this blog right now, I’m guessing the ticket you drew when you were born wasn’t too bad…”

80-Hour Weeks are Bunk

January 24th, 2005 | Comments Off | Posted in Life

“I’ll grant you that merely reducing work-time from eighty-hours to thirty-five hours is not a silver bullet either. Time is part of the equation but it’s isn’t IT. You can feel squeezed for time regardless of the reality simply by spending your life in the past or in the future.”

A Year of Getting Things Done

January 24th, 2005 | Comments Off | Posted in Project management

“I recently realized that this month marks one year since I started using Getting Things Done in earnest. With the calendar year closing, it seems like an apt time to look back at whatís worked, what hasnít, and where Iíd like to see GTD heading in the future.”

How Companies Turn Customers’ Big Ideas into Innovations

January 24th, 2005 | Comments Off | Posted in Customers

“The most effective product development and commercialization processes encourage dynamic communication and idea sharing among engineers, marketers, and customers.”

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