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customer satisfaction

Quality Assurance? Call me crazy

With some companies, recording customer phone calls is common practice. Under the guise of “quality improvement,” or Quality Assurance, you can expect a utility or an insurance company to offer you the fair and familiar warning. “This call might be monitored or recorded for quality assurance purposes ….” Something like that. I’m never really sure. All they said was it “might” be recorded. I must s...
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Etch your social media strategy policy in steel

Devise objectives that fit culture to ensure success Social media is good news for the industry; we just don’t know it yet. Consider this trifecta of change 1) traditional marketing costs are out the window—social marketing media is virtually free 2) social media allows complete control of our messages—publishing our own content, when and where we want, and 3) social media helps us to cultivate re...
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