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...

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...

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...

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...

I was astonished to receive an invitation from a very large & world renowned research firm to attend an on line seminar that provided among other things, the information to help you select what customers are best to FIRE to improve operational efficiencies.  Naturally, being a Customer Service Evangelist...

1. You find yourself thinking in 140 characters or less, even at dinner when you’re listening how to shorten down someones sentences that may be funny to others 2. Your spouse has pamphlets circling around on how to handle a “Twittervention” 3. You are a walking thesaurus of Twitter...

With over 700 front-page covers around the globe President Obama without a doubt has increased the scrutiny on his performance 10 fold.  Many are expecting him to not only rescue a Nation, but potentially…the world.  Ever an optimist, I firmly believe he just may be the man to do it and I’m...

In the blink of an eye, the playing field has changed for many companies around the world thanks to technology which is now available, most notably Twitter. In a matter of seconds, a negative expression of dissatisfaction can cross the wires and influence hundreds of thousands, if not millions of consumers...

Prior to the economic realities we are currently facing, automotive had it good…real good. Many dealers reporting record years, OEM’s cranking out new models regularly and the corner offices of the world //