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	<description>Compassion, Content, Customers</description>
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		<title>The Paradox of Social CRM</title>
		<link>http://knowledgebishop.com/2012/02/20/the-paradox-of-social-crm/</link>
		<comments>http://knowledgebishop.com/2012/02/20/the-paradox-of-social-crm/#comments</comments>
		<pubDate>Mon, 20 Feb 2012 15:00:36 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[business]]></category>
		<category><![CDATA[custserv]]></category>
		<category><![CDATA[cxp]]></category>
		<category><![CDATA[scrm]]></category>
		<category><![CDATA[social crm]]></category>
		<category><![CDATA[socialmedia]]></category>
		<category><![CDATA[technical support]]></category>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=2294</guid>
		<description><![CDATA[There’s a warm feeling you get when you walk into a familiar place. When the staff knows you by name, greets you with delight and serves up “the usual”, you feel honored, respected and welcome. This is the differentiator between the “mom and pop shop” and the mega mall; between the corner store and the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=2294&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>7</slash:comments>
	
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		<title>Top Tweets of 2011</title>
		<link>http://knowledgebishop.com/2011/12/31/top-tweets-of-2011/</link>
		<comments>http://knowledgebishop.com/2011/12/31/top-tweets-of-2011/#comments</comments>
		<pubDate>Sat, 31 Dec 2011 23:36:18 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Compassion]]></category>
		<category><![CDATA[Content]]></category>
		<category><![CDATA[Customers]]></category>

		<guid isPermaLink="false">http://knowledgebishop.wordpress.com/?p=2248</guid>
		<description><![CDATA[For many of us, this past year was a time of transitions and triumphs, of mountains climbed and summits reached. I know for me, one of the greatest sources of daily encouragement was the pure stream of wisdom I received on Twitter. So many wise advisors gave their time and their words to inspire and [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=2248&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>22</slash:comments>
	
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		<title>Influence and Advocacy</title>
		<link>http://knowledgebishop.com/2011/08/10/influence-and-advocacy/</link>
		<comments>http://knowledgebishop.com/2011/08/10/influence-and-advocacy/#comments</comments>
		<pubDate>Wed, 10 Aug 2011 10:45:21 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[cxp]]></category>
		<category><![CDATA[technical support]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=2189</guid>
		<description><![CDATA[I recently had the honor of being included alongside close friends on the Mindtouch customer service influencers list. I&#8217;m grateful to Mindtouch for investing in the research, and grateful to all who voted to place me on the list. I&#8217;m even more delighted that the message of customer advocacy is spreading and gaining traction. This [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=2189&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
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		<slash:comments>13</slash:comments>
	
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		<title>May the True &#8220;You&#8221; Shine Through</title>
		<link>http://knowledgebishop.com/2011/08/01/may-the-true-you-shine-through/</link>
		<comments>http://knowledgebishop.com/2011/08/01/may-the-true-you-shine-through/#comments</comments>
		<pubDate>Mon, 01 Aug 2011 21:31:01 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Compassion]]></category>
		<category><![CDATA[leadfromwithin]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=2093</guid>
		<description><![CDATA[Two-Faced. Double-Dealing. Duplicitous. These are the terms we have for people who say one thing when they are around us and another when we&#8217;re gone. It&#8217;s an age-old complaint: Universally deplored. Why, then, have so many business learned to not only tolerate this behavior but to actually encourage it? There is an invisible line between [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=2093&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2011/08/01/may-the-true-you-shine-through/feed/</wfw:commentRss>
		<slash:comments>18</slash:comments>
	
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		<title>Lose Some &#8220;Wait&#8221;</title>
		<link>http://knowledgebishop.com/2011/02/25/lose-some-wait/</link>
		<comments>http://knowledgebishop.com/2011/02/25/lose-some-wait/#comments</comments>
		<pubDate>Fri, 25 Feb 2011 21:15:15 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[business]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[custserv]]></category>
		<category><![CDATA[cxp]]></category>
		<category><![CDATA[technical support]]></category>
		<category><![CDATA[technicalsupport]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1852</guid>
		<description><![CDATA[Nothing says &#8220;DISRESPECT&#8221; quite like forcing someone else to wait. And yet, that is exactly what so many brands do daily to the very customers they claim to value! It&#8217;s conventionally accepted that the customer (who NEEDS something) should be willing wait for the service provider (who HAS what they NEED.) However, somewhere along the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=1852&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2011/02/25/lose-some-wait/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
	
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			<media:title type="html">bad customer service</media:title>
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		<title>Net Promoter Score: The Ultimate Question</title>
		<link>http://knowledgebishop.com/2011/02/02/net-promoter-score-the-ultimate-question/</link>
		<comments>http://knowledgebishop.com/2011/02/02/net-promoter-score-the-ultimate-question/#comments</comments>
		<pubDate>Thu, 03 Feb 2011 03:54:13 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Customers]]></category>
		<category><![CDATA[business]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[cxp]]></category>
		<category><![CDATA[technical support]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1977</guid>
		<description><![CDATA[I swiped my debit card and stared at the tiny screen&#8230; I expected a prompt for my PIN. Instead, the monitor read, &#8220;How likely are you to recommend K-Mart to a friend&#8221;?&#8221; This caught me off guard. K-Mart wants to know if I LIKE them? Not only that, they want to know if I like [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=1977&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2011/02/02/net-promoter-score-the-ultimate-question/feed/</wfw:commentRss>
		<slash:comments>10</slash:comments>
	
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			<media:title type="html">Net Promoter Score</media:title>
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		<title>Seek or Go Hide</title>
		<link>http://knowledgebishop.com/2011/01/27/seek-or-go-hide/</link>
		<comments>http://knowledgebishop.com/2011/01/27/seek-or-go-hide/#comments</comments>
		<pubDate>Thu, 27 Jan 2011 13:48:10 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Content]]></category>
		<category><![CDATA[contentstrategy]]></category>
		<category><![CDATA[techcomm]]></category>
		<category><![CDATA[technical support]]></category>
		<category><![CDATA[technical writing]]></category>
		<category><![CDATA[technology]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1934</guid>
		<description><![CDATA[&#8220;Hide and Seek&#8221; had screeched to a halt! My 11 year-old son had outsmarted his younger sisters by hiding BEHIND the dryer! My poor daughters had looked every place they knew. They were now wailing that he&#8217;d run away from home. It was time for Dad to get involved. With a loud shout, I commanded [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=1934&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2011/01/27/seek-or-go-hide/feed/</wfw:commentRss>
		<slash:comments>11</slash:comments>
	
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		<title>Why We Matter</title>
		<link>http://knowledgebishop.com/2011/01/11/why-we-matter/</link>
		<comments>http://knowledgebishop.com/2011/01/11/why-we-matter/#comments</comments>
		<pubDate>Tue, 11 Jan 2011 14:41:10 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Content]]></category>
		<category><![CDATA[techcomm]]></category>
		<category><![CDATA[technical writing]]></category>
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		<category><![CDATA[technology]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1875</guid>
		<description><![CDATA[I didn&#8217;t even KNOW I was a Technical Writer. You see, back in 1995, I&#8217;d been brought on as a TEMP to answer merger-related email for a bank. When the bank&#8217;s Online Customer Service department suddenly faced an external audit, they asked me to document all the internal procedures. A few weeks later, as that [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=1875&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2011/01/11/why-we-matter/feed/</wfw:commentRss>
		<slash:comments>19</slash:comments>
	
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		<title>A Technical Writer&#8217;s Christmas List</title>
		<link>http://knowledgebishop.com/2010/12/22/a-techcomm-christmas-list/</link>
		<comments>http://knowledgebishop.com/2010/12/22/a-techcomm-christmas-list/#comments</comments>
		<pubDate>Thu, 23 Dec 2010 04:01:40 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Content]]></category>
		<category><![CDATA[contentstrategy]]></category>
		<category><![CDATA[custserv]]></category>
		<category><![CDATA[techcomm]]></category>
		<category><![CDATA[technical writing]]></category>
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		<guid isPermaLink="false">http://knowledgebishop.com/?p=1818</guid>
		<description><![CDATA[I saw Santa in the mall this weekend. The line was long, but I THOUGHT about it. I know I&#8217;m too old. I know he would NOT appreciate me on his lap. I get all that. But I WANT stuff. I want Technical Documentation stuff. Not products, mind you: I want FUNCTIONALITY! I know the [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=1818&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2010/12/22/a-techcomm-christmas-list/feed/</wfw:commentRss>
		<slash:comments>16</slash:comments>
	
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			<media:title type="html">Santa Claus Reads His List</media:title>
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		<title>6 Ways to &#8220;Be The One&#8221; in 2011</title>
		<link>http://knowledgebishop.com/2010/12/21/6-ways-to-be-the-one-in-2011/</link>
		<comments>http://knowledgebishop.com/2010/12/21/6-ways-to-be-the-one-in-2011/#comments</comments>
		<pubDate>Tue, 21 Dec 2010 14:05:04 +0000</pubDate>
		<dc:creator>KnowledgeBishop</dc:creator>
				<category><![CDATA[Compassion]]></category>
		<category><![CDATA[Inspiration]]></category>
		<category><![CDATA[motivation]]></category>

		<guid isPermaLink="false">http://knowledgebishop.com/?p=1755</guid>
		<description><![CDATA[The shriek shatters your daydream, causing your fists to clench. You spin, seeking the sound&#8217;s source. There, just 100 yards away, a helpless person is in danger! You&#8217;ll help, right? You&#8217;ll at least GET help, right? Of course you will &#8230; Right? Apparently, it&#8217;s not that simple. The answer shouldn&#8217;t depend on how many other [...]<img alt="" border="0" src="http://stats.wordpress.com/b.gif?host=knowledgebishop.com&#038;blog=13913800&#038;post=1755&#038;subd=knowledgebishop&#038;ref=&#038;feed=1" width="1" height="1" />]]></description>
		<wfw:commentRss>http://knowledgebishop.com/2010/12/21/6-ways-to-be-the-one-in-2011/feed/</wfw:commentRss>
		<slash:comments>14</slash:comments>
	
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