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.
…and now for something completely different
There are so many smart folks thinking and blogging and tweeting and consulting and advising every day about customer service and the customer experience;...
Who Needs Customer Service Anyway?
One group that shouldn't is our customers. Now, I'm not talking about customer engagement, service delivery or the customer experience in general. What I mean...
Are You a Hoarder?
Of data, that is. Data is everywhere. We're swimming in it; in some cases drowning. And, we've become really good as organizations at collecting...
I Can’t Be Satisfied
I've been engaged in some really fascinating dialog this week with several colleagues whom I hold in high regard on the subject of the...
Hey Ole’ Buddy! Wazzup?
I'm constantly astounded at the disparity of the human condition on this planet. When I log onto Twitter or get my daily RSS feed...
What is Customer Service?
I've never taken one of those Rorschach tests. You know the psychological test in which you're shown a series of inkblots and are supposed...
Be Nimble. Be Social.
This past weekend, I had the distinct pleasure of chatting with Jon Ferrara, the founder and CEO of Nimble. Jon is a true CRM...
Cheaper to keep a customer?
Not necessarily. As part of our weekly #custserv Twitter chat last night (if you haven't checked it out, and you're itching for some great idea...
Earn This
The dying words of Captain John Miller to Private James Ryan that he carried with him the rest of his life. In business relationships, when...
Which Comes First?
This isn't some long, drawn out research-paper-posing-as-blog-post. I was just thinking about this on the way to work....for the past 6 months. Which comes first?...
Flip Goes The Contact Center
Are contact center outsourcers feeling the heat? If not, perhaps we all have our heads stuck in the break room freezer while the building...
Who’s the face of your company?
The answer is - Everyone. Every employee, every supplier, every contractor or business partner. In a recent blog post Things To Tell People Who Give...
Twitter Follow Friday #2
More great twitter folks and why I follow them. You Should Too: @KristinaEvey - The tag line of Kristina's consulting firm, Centric Strategies, says about…
What Do You Say?
Remember when you're mom used to say that to you as your prompt to say "Thank You"? Well, it was one of my mother's...
Twitter Follow Friday #1
Since there are so many people that I gain value and learn from, I'm adopting this Follow Friday blog series from Tim Sanchez (@DeliverBliss),...
The Ultimate Question
Is this. Has anyone actually read this book? Or, engaged Fred Reichheld or Bain & Co.on a consulting engagement? Now clearly there are more...
The Ninja – Power of Expectations
The following is a guest post from Ted Coine. Ted is an author, speaker and CEO who is passionate about service delivery, culture and...
In Crisis: Customer Service as Compassion
I had a post ready to publish today. But, after a conversation I had last night, I thought it more important to share this...
Mister, Can You Spare Some Change?
Because change seems to be hard to come by; and it's just plain hard to do. Now, I appreciate that, for most of you...
Leggo My Legroom
Remember those Kellogg's commercials for Eggo frozen waffles? I'm no ad man, but I'm here to tell you. Those Kellogg's folks knew how to...