Tag Archives: service covenant

Lost Leaders

“How can we maximize the profitability and efficiency of our call centers while minimizing the customer’s involvement?”  The question was shot point blank at me during a panel discussion at a conference of Fortune 100 CIO’s.  My keynote had preceded … Continue reading

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Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous – Proposal #171

Customers today are picky (all about value), fickle (reluctant to show loyalty), vocal (quick to complain) and vain (only interested in tailored service). But, they are also wired and dangerous. Dave Carroll’s YouTube video has cost United Airlines and estimated … Continue reading

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