I’m a compulsive analyzer.  I will take a persons words that were said during meetings into my analytical mind and dissect people’s breathing patterns and hypothesize how their exhale meant a different message than words that were actual said. From there I will put together 6 maybe 7 conceptual ideas of how to handle said hypothesis and run those concepts through a beat down in my brain. ...

As a developer of nifty 3rd party tools, I find it interesting lately to watch the negative feedback we, along with other large applications like Twitter receive on a daily basis should something go amiss.  Twitter, long plagued with it’s reliability seems to have hoards of people screaming and yelling at them regularly, should the site go down unexpectedly for an hour.  Due to this, this brings...

Twitter’s evolution or what I call, it’s “True Turns” has been interesting to watch since their infancy stages, to say the least.  From short status updates in the beginning, to business links and blog readership growth, MLM influx to scandals and even public Twitter fights.  Watching the service from a distance, can certainly be more fun than people-watching at a crowded...

Short answer yes. Problem is, the majority of people looking to make money on twitter are using it so poorly, they come off like they entered a networking event wearing clown shoes, holding a huge neon sign with their business logo on it expecting to close everyone int he room, on the spot, no questions asked. Do they capture attention when they burst in the room? Absolutely, but just as fast people...

Airlines have done a tremendous job putting together programs and features to enhance the “enjoyment” of travelers.  From airport lounges to rewards, all the way to WI-FI in flight, it’s obvious the head offices and strategic minds of these carriers are turning customer centric as a means to drive revenue and build customer loyalty in an attempt to capture precious market share. The...

The “Miracle on the Hudson” January 15th, 2009.  Although the event will forever be ingrained in our; and certainly the passengers of Flight 1549’s minds, business realities of how to deal with the situation in terms of customer satisfaction come into the equation once the dust has settled, and everyone was confirmed safe (thankfully all of them are) Behind board room doors, the...

Every second of the day, conclusions of a companies brand are being formed by individuals around the world.  Positive or negative is not the question nor what matters most, it’s how the company protects the brand which is the differentiators with today’s web savvy consumer. Brand protection or Customer Experience Management as I like to now define it, is today’s art of the deal. ...

With Twitter becoming more mainstream with every passing day, an interesting occurrence of what I believe is perceived “satisfaction giving” of welcoming a new follower has become more and more prevalent.  Although from a theoretical point of view it may make sense to welcome new followers with an automatic message, it seems the intent of the message has been lost, or for the most part...