The Customer Service revolution is OVERDUE. This week, I called my bank to close an extra business account that I no longer needed. What happened next was stunning. Before the bank finally closed the account: I spoke with five different humans I was read a formal apology sentence by all five I was authenticated four […]
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Tag Archives: business
The Age of Accountability
November 8, 2010 
15 Comments
Mark Twain once quipped, “A lie can travel halfway around the world while the truth is still putting on its shoes.” And for so long, this was so. But something is underway, a great shift toward truth or consequences. Technology has transformed the times. Access to instant information has pulled back the curtain on the […]
Continue readingDefeating Disappointment
October 27, 2010 11 Comments
Though often stereotyped, we Technical Communicators are truly NOT all alike. We paint our word pictures using every color of the visible light spectrum. We differ in our tastes, preferences and opinions, just like workers in any other profession. That said, throughout my 15 years in this field, I HAVE noticed a few key similarities […]
Continue readingNurturing Advocacy
October 22, 2010 5 Comments
Like any other tool, Social media can be used for good or ill. Some brands use social channels primarily to promote products. Like a car alarm in a parking lot, a stream of hype quickly becomes a noisy annoyance to customers. But once in a while, a brand takes great care to understand and then […]
Continue readingBring your WHOLE self to Work?
October 12, 2010 19 Comments
With the rise of social sharing, we’ve seen a new emphasis on personality and authenticity. There is a dialog underway about whether or not traditional “corporate speak” truly build an engaged social community. Can formality drive passionate brand advocacy? Have your say!
Continue readingLavaCon: Knowledge Nuggets: Day 2
October 6, 2010 2 Comments
The LavaCon 2010 conference covered innovation in digital media and content strategy. This post is a summary of thoughts from the Day 2 Keynote Speakers.
Continue readingLavaCon: Knowledge Nuggets – Day 1
October 1, 2010 10 Comments
After a single day at LavaCon, my mind is like a treasure chest of solid goodness. The opening day offered four powerful keynotes. For those following from afar, I wanted to share key thoughts from each…
Continue readingMusical Chairs
September 13, 2010 8 Comments
The room spins as you march in a circle, laughing to a lively tune. As your mind wanders from dizzy repetition, you return to reality with a start: The music has STOPPED! Throwing yourself backward toward a chair, you meet the ground with a rude thud. With a sheepish grin, you slowly look up to […]
Continue readingGoing for Gr-r-reat!
September 3, 2010 10 Comments
GREAT leadership is about purpose and people. The great leader sees beyond the financials and can focus on fulfilled potential.
Continue readingLavaCon: Cooler than Star Wars?
August 31, 2010 3 Comments
Earlier this month, I took my 11-year old son and his best buddy to Star Wars Celebration V. For Junior Jedi like them, this was a long awaited, can’t miss event. All their heroes were in one place. George Lucas, Mark Hamill and Carrie Fisher were there: Not to mention the entire voice acting cast […]
Continue reading- Don’t let doubt drown your gift
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