Blog

I've been working with and helping to develop Knowledge Centered Support (KCS) best practices for the past several years through the Consortium for Service Innovation. The ultimate goal of all of the work that has gone into it has been to create simplified processes that make creating and managing knowledge easy, impactful, and - dare I say...

Regardless of the right way to do things, most organizations consider the service experience from the company's perspective and not from the customer's. This makes for an inside out approach that can be less than satisfying. At our Minneapolis Problem Solved Tour yesterday, we heard Patti DeWall from AGCO, the agricultural products giant, tell a story of...

I believe that my experiences hiking and camping have provided my best lessons when it comes to learning how to assess, mitigate and manage risk. Mother Nature also teaches you that sometimes you don’t get "Do Overs". There are times when you have to do things right the first time. I live in Utah,...

There's a lot of chatter this week around the Netflix/Quikster dissolution. I'm not sure if it would have been such a big deal to Netflix subscribers (and the media) if it hadn't come on the heels of their recent, controversial price hike. It got me thinking about customer trust - and the role it plays in maintaining...

Cloud computing is definitely making a difference in companies around the globe, and over the past couple of years, it has become an important initiative of state, federal and local governments. The reasons for the shift to cloud computing by government entities, which have gained attention with Pres. Obama's "Cloud First" Policy, aren't so different from those...

Geo-location information is data that is gathered through a variety of technologies that is able to accurately pin down the location of an individual, virtually any place in the world. This data is being collected by smart phones, our cars, our web surfing, freeway toll paying systems, child monitor systems, etc. Even Facebook and...

I can’t believe it's "Customer Service Week" again. For me, every week is Customer Service Week, and we should always be looking at our interactions with customers. We should be recognizing our Customer Service teams (and the entire organization) every week; and ensure they have the skills, training and KNOWLEDGE to deliver a good customer experience....