A lot of my new work still has a heavy customer focus to it. And fortunately, I work for a company that is trying to “get it” when it comes to cultivating relationships and delivering service. When I need to be reminded of my own beliefs in working with my customers, there are a few [...]

When was the last time you uttered this phrase? I guess I’ve been semi-consciously tossing it around a lot lately as a preface for saying something candid. But what’s really behind asking if you can give someone the “truth?”
In the course of a conversation with a volunteer whom I greatly respect, I took a pause, [...]

I’m going through my feedreader (give Rojo a try) and catching up with some of my readings. One of the blogs I occassionally read is Susan Abbott’s Customer Experience Crossroads. I probably should read more than occassionally because she often has very insightful perspectives on how to help customers and members create their experience.
Last month, [...]

Arnie Herz at Legal Sanity recently wrote a post referencing some familiar advice for crafting an effective elevator speech. The latest conventional wisdom would have us believe that the best elevator pitch is not about us, but about the other individual. The principal strategy is to set our needs to the side and focus exclusively [...]

Here’s a little fact about me: I don’t like trade shows. From the visitor side, they make me uncomfortable. I’m always afraid to make eye contact with an exhibitor for fear that I’m going to get the full-on sales blitz. And usually it’s for a service or product that I really don’t need. Ever try [...]