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Hoyt Mann

Hoyt Mann
As co-founder and president, Hoyt oversees all operational aspects of the business, including sales, marketing, service delivery, and customer support. His extensive resume encompasses over 15 years as an innovator, entrepreneur, and overall technical evangelist with leading Dallas-based companies, including EDS, EpicRealm, MCI and OpenConnect Systems. Before forming PhaseWare Inc., Hoyt served as director of engineering for RamQuest Software, providing executive support to Founder and CEO Randall Nelson.

Customer Feedback Software – G?tt?ng t? ?n?w Y?ur Customers

Anytime ?s ? good time t? g?t t? kn?w ??ur customers. ?n? ?f th? best ways t? g?t t? kn?w ??ur customers ?s t?...

?h? Truth ?b?ut Feedback Management and Online Business

A good business has a lot to do with ? solid reputation in your business community. ?n fact, ?s?d? fr?m a quality service or...

Just In Time Knowledge Management

First Call Resolution (FCR) is incredibly important to achieving great customer service.  A rich knowledgebase is a must have tool. For PhaseWare, we have...

Customers Hold Your Success in their Hands

Every business person knows customers are a necessity to your success. They're going to become more and more prevalent in business decisions as well—or...

2 CRM Trends That Will Improve Your Business in 2012

There are many different trends popping up for customer relationship management now and will trend throughout 2012 until the next big thing comes along....

4 Service Level Agreement Metrics Used in Customer Service

When creating and implementing a Service Level Agreement (SLA), there are different metrics used to measure your effectiveness. Here are four popular ones used...

5 Key Components to Your SLA

Every SLA is made up of certain, key components. It may vary depending on the company or specific SLA but there are some basics...

3 Steps to Exceptional Customer Feedback Management, Part 3

Making Sense of the Chaos: Now that you have your customers' feedback and your agent has received the feedback, what do you do?  Prioritize!...

3 Steps to Exceptional Customer Feedback Management, Part 2

In the last CXO blog, I talked about capturing customer feedback. If you want to improve your business to meet customer needs and wants,...

3 Steps to Exceptional Customer Feedback Management, Part 1

Part 1 of 3Step 1: Capture Feedback - Every company needs to have some way of capturing feedback from their customers. There are plenty...

When VOC Calls – Listen

I don't know about your newspaper, but mine seems full of bad news today. Housing prices are sinking, the President of the Federal Reserve...

Laying a Foundation for the 3 Basic Elements of Customer Service

In keeping with this week's theme of three essential elements of customer service I wanted to talk about the C-suite's role. In our top-down, hierarchical...

Moving From Customer Service to Customer Experience

Customer Experience....the phrase is certainly in the air these days, along with the pollen here in North Texas. With so many references to it,...

The Impact of the Successful CXO on Customer Experience

Nobody seems to know how the economy is going. Housing and other sectors are still down, some other sectors are up, others holding steady....

Customer Service is a Stranger on the Train

Last week in Dallas a commuter train broke down in a small tunnel on a day when there were a lot of passengers traveling...

Customer Service Success: Strategy and Execution Must Be Intertwined

Do you agree or disagree with the following statement? "Making a distinction between strategy and execution can do great damage to a corporation." This was…

The Impact of Customer Service on Customer Loyalty and Word of Mouth

"Executives need to be educated on the impact of problems on customer loyalty, the failure of most customers to complain, the potential impact of...

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