Barry Dalton
Barry Dalton
Telerx Marketing
Consumed by the pursuit of delightful service. Into all things customer loyalty and technology. My current mission is developing new service channels and the vision of the contact center of the future.
Left Hand? Meet The Right Hand.
Do you know what he's doing over there? This is a fable of CRM lost in space. Well, if it was a fable, it...
Where’s Your Waiter’s Script
Ok, So we've all heard the jokes. Especially those of us that live or spend any amount of time in New York or...
5 in 5 in CRM – Stone Cold Locks
I listen to a lot of sports radio. And I always chuckle when I hear ads from Vegas bookmakers offering the "Stone Cold...
Salmon Aren’t Very Bright
My thinking on this subject has refined over time since I first wrote this post, encouraging customer service to grab the brass ring and...
Experience Design Up In Flames
I was feeling cool, special, a little bit VIPish (if thats a word). A few months ago, I finally forked over my seventy bucks and...
Calling All IVRs
Yes. All the buzz for the past couple of years in customer service has been focused on social. And by that, many...
Marathons Are Way Harder Than The 40 Yard Dash
I have been missing this trusty platform. I haven't been here in a month. It's not that I've been hold out in...
Don’t Trick Your Customers With Self Service
I'm a huge fan of self service. Like I haven't said that a thousand times. But, it's worth repeating. Give me...
Exceptional Customer Service Never Gets Old
Ho hum. Yes. I'm going to write about Zappos again. But wait! Before you click away. You gotta hear...
A Bit Off Target – A Twisted Customer Service Tale
I love Target. I had to state that right out of the gate. Because, its the ones we care about the most...
Customer Data and Pork Bellies
The law of supply and demand. You've heard of it. You may have studied it. Any of you that are economists...
Customer Intimacy Doesn’t Scale
After twenty five plus years of CRM, is there any other possible conclusion to be reached? And for that matter, as Esteban Kolsky...
“I Don’t Give A Damn….
What you think you are entitled to!" I was on vacation last week. An amazing vaction on the new Disney Dream cruiseliner. I...
Honesty Really Is The Best Policy
I realized I hadn't actually written about any customer service stories here in quite some time. A lot of "other thoughts". But...
The Consistency of Inconsistency
A thought occurred to me as I was doing some research today. Why is it so hard to do something consistently over a...
Baseball and The Customer Experience
First, let me state that I possess none of the talent of Frank Difford, George Will or Ken Burns when it comes to waxing...
A Wake Up Call
So, you think you know about loyalty? You've broken the bindings of some of the landmark books on the subject. You've memorized,...
What’s Next For Customer Service?
Forgive the hyperbole, but the social customer really is driving customer service as we've come to know it to the precipice of irrelevancy. Back in...
So Much More than Meets The Eye
Alright I admit it. I'm jazzed up. So, I'll try to curb my enthusiasm and stick to the facts. And the...
L(ove). L(ove). Bean
I just had to share this story. So, we've all heard the urban legend of L. L. Bean's otherworldly customer service, the channel integration, the...