Mei Lin Fung
Institute of Service Organization Excellence, Inc.
Mei Lin Fung,
www.isoe.com blogs on ebCEM – evidence-based Customer Experience Management. The Service Leadership Transformation Program developed in an innovative public private partnership with Avaya and Oklahoma State University received the Phillip Crosby Golden Medallion in 27. Her curriculum has been implemented by Microsoft Telesales in China, and Johnson and Johnson in Asia. She designed the first US Department of Labor approved Contact Center Apprenticeship Program in Oklahoma. Blog:
Learning to Earn Customer Trust by Mei Lin Fung
Here's a neat summary of trends in 2009 from the ever reliable Trendwatching.com http://trendwatching.com/briefing/ 1. Foreverism - 'never say never" 2. Innovation Jubilation - practical,...
I'm glad of the chance to say that there is almost nothing better than Judy Collins' voice: http://www.youtube.com/watch?v=tqY_JeyUWcw From her song, Both Sides...
First - I had a GREAT month in February.... I just realized that my passion for trust is counter-cyclical..... people are really interested in...
Thanks for Social Media Today for this http://www.socialmediatoday.com/SMC/78505 great to know this. PEW survey of usage on twitter or twitter-like service for...
Skittles takes the first plunge....into the deep end of the Social Media pool. Quickly, lets define "the Deep End of the Social Media Pool": This…
"Generation Y is the most well-rounded. They are the most likely to have access to the most online technologies most of their adult lives....
Lately I've been noticing the blurring of lines between journalist and citizen (see earlier blog today) - so I was intrigued by this article in...
not that the past was so quiet really, with the Asian Financial Crisis of 1997, the 2000/2001 Dot Com Boom etc.... The quote is by...
Doc Searls is a big name in the tech industry and jogged by a Forbes survey, has put forward his wish list for VRM...
Did you get messages from around the world about the Obama inauguration? I did. Did you send messages to friends in the US and around...
In 1934 Belgium, Paul Otlet imagined social networks where people could "participate, applaud, give ovations, sing in the chorus". He envisaged "the ability to...
I hate shopping.... but there we were on Saturday, looking for sneakers for my daughter at the mall. I'd already been wrung out by...
It all started with Beef Stroganoff..... Inspired by the visit of a great cook, my cousin who normally eats Indian style vegetarian food, was inspired...
In 2007, Dell's CEO was replaced by founder Michael Dell. The warning alarm had sounded two years earlier on the Internet, when a blogger...
Intrigued by the discussion in Customer Think about the definition of CRM, I went to take a look, and found it, well.... "so yesterday". So...
Apple's revenue has grown 42% in the quarter ending Sept 07, compared to the same quarter Sept 06. The Apple Store in NYC at...
My daughter and I were going to visit her grandparents in Singapore, Intelligent service = Service appreciated and valued by the customer = Service that…
Here's some sensible advice from G at Spatially Relevant telling the story of how a business was helped to take advantage of Face book. "...
Dr. Baumin Lee, 95teleweb, cowrote this post. Of course we are too busy and don't have enough time! When we go into work each day...
Dell had a very rude awakening when the "Dell Hell" Blog that was heard around the world. One customer, Jeff Jarvis wrote in his...