Gary Schwartz

Survey says: Customer Focused Culture Key in 2011

We recently conducted a survey of enterprise decision makers to get an understanding of the major issues facing global 5000 businesses as they prepare to leave 2010 and enter 2011. In some ways, the results weren't surprising, yet in one particular way they were. ...

You Can Ask Twice For My Feedback!

Here's a statement I never thought I'd write: the other day, I had a fantastic customer experience from my telecomm provider. It was so good, I don't mind outing them; it was Verizon Wireless. The customer service agent quickly solved my immediate problem…

“The World Does Not Revolve Around You”

Today's customers almost always expect to get what they want at the time they want it, despite The Rolling Stones hit, "You Can't Always Get What You Want." Technology allows consumers to browse, purchase, and obtain services around the clock and can provide with...

Recession Strategy: Spend Money to Make Money (and Retain Customers)

The year so far has been filled with predictions of a recession on both sides of the Atlantic. Sitting at home in England, I find myself tightening my family's purse strings as heating bills grow and mortgage payments rise with interest rates (yes, I...

From KPI to KAI: Correlate Performance With Customer Attitude

Last year, my ISP decided to upgrade its network in the weeks before Christmas. Needless to say, it was an upgrade in name only, and I found myself calling every day for 10 consecutive days just to connect. It's a good thing my ISP...

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