Epic Living - Leadership Development Career Management Training Executive Life Coaching Author

What Your Human Resources Department May Be Lacking

How Social Communities Are Impacting Customer Service

Lois Kelly gives us some compelling insight around Verizon's success with customers.  I thought this post was timely, considering the gains Verizon continues to make versus AT&T.  You can read more about that here.

The True View Of A Customer

Regardless  of your business type, the customer is not a tool to make your business successful.  You get that outcome when you create something of value and serve the customer like a slave.

Humility is implied here.

Twitter Realities

I'm a user and fan of Twitter.  But I am also a thinker. 

Had a couple of new followers (or so I thought) join my community, but Twitter doesn't list them on my page of followers.  So are they following or not?  Time will tell.

With this issue simmering, I found this blog from Jim Long at Verge New Media.  I really dig his insights.  Coincidence or not, check out his thought provoking post on Twitter.

I Wanna Be Like Apple

                                   

This week Microsoft announced it wants to be like Apple, oops, I mean they intend to open a chain of retail stores.

I guess if you're sitting on as much cash as Microsoft you'd have a hankering to spend.

Maybe our federal government (hear in the USA) should open up a chain of retail stores.  I can see it now; forms, regulations and bacon in one convenient spot.

Sorry for the rant.

Microsoft should focus on innovation.

                                    

A Prophet

Any amateur prophet can predict the future after the future becomes the present.  The professionals predict even while they face the storm of criticism and isolation.

Makes you wonder who and what we're listening to.

BizJournal Column

I wrote this columnfor BizJournals back in August.  It addresses the opportunity of social networks-inside and outside of the organization.

I hope it inspires!

Speaking of Blocks

Thought this post (Business Failure Commandments) from John Moore of Brand Autopsy would be fitting with my post yesterday on blocks.

Staying away from risk is the surest path to failure.

Why Meet?

Seth Godin posts on The new standard of meetings and conferences.  The piece provides practical approaches to making meetings/conferences work.  But I'm most intrigued by the implication of how organizations accept the status que.  The practice of pretending that yesterday's dinner is really not left-overs.

I know many people who work in organizations that have meetings and interactions without knowing why.  Maybe it falls under blind allegiance, maybe a desire to hold onto what once was. 

Ever sat in a conference or meeting and found yourself more interested in your watch? 

Acknowledged or not, many leaders are under the hypnotic spell of being ok and satisfied.

Time for some creative discomfort and dissatisfaction.

Things Customers Don't Care About

Took on a consulting project with a company who's focus is on event marketing.  As I talked to the president this morning, the following list came to my mind (we were discussing what customers care about specifically):

• Customers don't care about a salesperson's volume goal.
• Customers don't care about your sales ranking (specifically inside your organization).
• Customers don't care about the fine print in your literature/contract.
• Customers don't care if your manager read you the riot act in the morning conference call.
• Customers don't care about who should get the blame (inside your organization)for an order botched.
• Customers don't care about the poor technology your organization refuses to give up.
• Customers don't care about how tough your market is.

One thing was clear after our conversation; customers care about relationship (do you care, can you be trusted, can you be a difference-maker) and value (when the transaction is complete the customer feels good).