Blog

A line in the sand

In 168 BC the Greek ruler, Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy who delivered a message from the Roman Senate directing Antiochus to withdraw his armies from Egypt and Cyprus or consider themselves in a state of war with

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We have met the enemy and he is us

In 168 BC the Greek ruler Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy who delivered a message from the Roman Senate directing Antiochus to withdraw his armies from Egypt and Cyprus or consider themselves in a state of war with

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Purpose, not policies, determines service quality

This is the second post in a series that will explore a set of questions I received from participants during a recent webinar on the topic of customer service. Question: In many CS organizations, agents are bound by policies, procedures, and access restrictions. This limits an agent’s ability to “wow”

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Bright people, dim processes

The driver’s side rear turn signal bulb went out on my Expedition last week, so I stopped by the Ford dealership this morning to have it replaced. I pulled into the service bay, parked, and went inside to the service counter. There, I met up with a service manager who,

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We have met the enemy and he is us

In 168 BC the Greek ruler, Antiochus led an attack on Egypt. Before reaching Alexandria, his path was blocked by a Roman envoy, who delivered a message from the Roman Senate directing Antiochus to withdraw his armies from Egypt and Cyprus, or consider themselves in a state of war with

Read More »
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