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Bob Champagne

Bob Champagne
Bob Champagne is Managing Partner of onVector Consulting Group, a privately held international management consulting organization specializing in the design and deployment of Performance Management tools, systems, and solutions, with heavy emphasis on Customer Strategy and Engagement. Bob has over 25 years of Performance Management experience and has consulted with hundreds of companies across numerous industries and geographies.

I’ve Got Your Number- The simple touches that are redefining “WOW”

It was once about the heroics… Of all the business functions discussed in the arena of performance improvement over the years, Customer Service has certainly...

Sure, I’ll jump right on that!!!

Inspiring Action- An Art or a Science? I'll jump right on that!! Five simple words that can either convey the attitude of a person...

Balancing Operational, Product and Customer Priorities

Choosing your "strategic bias"… We've had more than a few conversations with clients of late that revolve around the subject of core competency. What is...

Deafening Silence — Failing to communicate in times of chaos

Climate chaos wreaks havoc again… Once again, the Champagne family has fallen victim to climate change in the Northeast, or at least two unfortunate weather...

Customer Nirvana -When great products meet awesome service

Improving service — it's a start… Most of my posts on this blog are focused on how to improve business processes, especially those that influence...

Metrics that make you go

Inspiring or Uninspiring?                                          ...

Service In the Eye of the Storm

Stuff Happens… We've all been there. The cancelled flight. The lengthy power outage. The inconvenient disruption in internet communications. Higher than normal dropped cell...

A CPO’s Declaration of Independence

At it's core, the word "independence" means being free of outside control or influence. We celebrate independence from many things, from the oppressive control of...

When Benchmarking Gets “In the Way” of Good Performance Management

Nearly three decades after benchmarking came on the scene, companies still claim it to be an integral part of their internal performance improvement processes....

A Sticky Situation

My annual springtime gardening experiment… This past weekend, I was doing some backyard gardening in North Jersey- my futile attempt to convince myself that winter...

Jump!!!

Using the "nightmare scenario" to catalyze change… Since I started my career 22 years ago, I've always been intrigued by the use of the proverbial...

Does Size Really Matter?

A Little "Customer Voyeurism"… Last week, my family and I took a vacation to visit some of my in-laws in California. For those of you...

Performance Lessons From “The Masters”

"A Tradition like no other"… Well, folks, it's "Masters Week" once again, the time of year when Augusta, that little town in southern Georgia, comes...

Customer Engagement and Efficiency- Are these conflicting priorities?

The Challenges of Funding a CEM Strategy… A few weeks back, I was talking to a client about their latest strategies to enhance what...

The Primary Fuel of Dissatisfaction

Following up on an earlier post, the question of what really "fuels" dissatisfaction has been a hard one to answer because it is both...

Promises & Commitments- A powerful combination in driving performance excellence

Promises, Commitments, and Peak Performance… From a performance perspective, failures and breakdowns (whether they occur in operational processes, business negotiations, or our everyday...

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