Ramblings From a Glass Half Full
Over the past year here in Portland I’ve been talking to a lot of startup leaders trying to make their fledgling businesses fly, and the image that always comes to my mind when I have these conversations is that of a race car traveling at 200 mph, and getting a tune up at the same …
Back in 2005, when I was SVP of Operations for a cable television company (Bresnan Communications), I started hearing whispers….. They were telling me things about the business that needed our attention. Things that weren’t working. And things that were working beautifully. They were also telling me about the people that provided our customer service. People who were delighting and …
The Cable Television industry held its annual gathering this past week in Chicago, and while much of the talk was about product and technology (I think the word “cloud” has now officially taken on a different meaning – that’s an alert to Mr. Webster), there was a smaller gathering outside the exhibit floor that was …
“Thank you for your business – we really appreciate it” That is a very valuable string of words. That is, if you say them to your customers. How do I know they are valuable? I did a little experiment at my company a few years ago. We called folks 7 days after a transaction and said those words …
When doing business, is there value in a positive human interaction, no matter the purpose of that interaction? And does it make a measurable difference in a customer’s loyalty to a good or service? For the first 18 years of my career in the cable TV business, I believed the answer to both of those …
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