In August I launched the online store site, APODEXI. The store and its purpose are a topic for another time but I wanted to talk about the company I partnered with to make my business a reality. If you don't know who Big Commerce is then maybe it's time to meet them.
customer service
Moments of truth for leadership, competition and service
The Outside In discussion group on LinkedIn continues to examine how organizations approach processes and service. One such conversation connected terminology most often used to describe encounters between the company and its customers. Following recent service experiences, I found several worth sharing: MOT (moment of truth), Pain Points, and SCO (successful customer outcome). Fellow consultant, Dick Lee, provided industry definitions:
How's that corporate responsibility working for you?
The Retail Banking Group on LinkedIn held an interesting discussion post about consumer reaction to banks. Two truths exist without doubt, more regulation is coming, and secondly, financial model assumptions aren’t effective in this economy. Having worked for both banks and credit unions I’ve learned valuable lessons. The first is banks must rethink fee structures in this economy. I don’t agree with higher fee proponents for small to mid-size commercial borrowers.
Follow the leader
There are plenty of books, experts and opinions on leaders today. I'm not going to attempt to join the fray. I would prefer to challenge your ideas and definitions of what constitutes a good leader. Will you follow along for a minute?
Expect more
Most companies develop tag lines to differentiate themselves from the competition with a catchy phrase or word. Everyone recalls Nike's Just Do It. But I would be willing to bet that most consumers take a cynical view of tag line promises based upon the common service experience that rarely delivers on the promise.