All content posted by david_rance http://www.customerthink.com/user_content/21 All Content for a User en The Economic Meltdown Will Sort the Wheat From the Chaff http://www.customerthink.com/blog/economic_meltdown_will_sort_wheat_chaff http://www.customerthink.com/blog/economic_meltdown_will_sort_wheat_chaff#comments CxO Leadership Large Enterprise Digital Marketing Sales Performance Service and Support Customer Loyalty Customer Strategy Performance Metrics Chief Customer Officer Transportation / Travel / Leisure Utilities / Energy Sun, 12 Oct 2008 09:32:35 -0500 david_rance 203667 at http://www.customerthink.com Great Service Has to Be Institutionalized if It Is to Become the Norm http://www.customerthink.com/blog/great_service_has_be_institutionalized http://www.customerthink.com/blog/great_service_has_be_institutionalized#comments CxO Leadership Large Enterprise Digital Marketing Service and Support Midsize Business Contact Center Customer Experience Voice of Customer Customer Loyalty Customer Strategy Performance Metrics Chief Customer Officer Mon, 11 Aug 2008 09:42:55 -0500 david_rance 201050 at http://www.customerthink.com Your Contact Center Can Bolster Retention, Drive Value and Lower Your Costs—if You'd Just Stop Ignoring It http://www.customerthink.com/article/contact_center_bolster_retention_dont_ignore http://www.customerthink.com/article/contact_center_bolster_retention_dont_ignore#comments CxO Leadership Service and Support Contact Center Performance Management Customer Strategy Performance Metrics Chief Customer Officer Organization Alignment Mon, 16 Jun 2008 08:00:00 -0500 david_rance 198379 at http://www.customerthink.com If You Want to Improve Your Bottom Line, Invest in Your Customer Service http://www.customerthink.com/blog/improve_bottom_line_invest_customer_service http://www.customerthink.com/blog/improve_bottom_line_invest_customer_service#comments CxO Leadership Large Enterprise Digital Marketing Sales Performance Service and Support Midsize Business Contact Center Customer Analytics Voice of Customer Customer Loyalty Customer Strategy Chief Customer Officer Organization Alignment Tue, 13 May 2008 04:32:30 -0500 david_rance 3599 at http://www.customerthink.com Bad Service Can Sabotage a Great Product http://www.customerthink.com/blog/bad_service_sabotage_great_product http://www.customerthink.com/blog/bad_service_sabotage_great_product#comments CxO Leadership Large Enterprise Digital Marketing Sales Performance Midsize Business Contact Center Customer Experience Voice of Customer Customer Loyalty Fast-Moving Consumer Goods Customer Strategy Financial Services Government / Public Sector Healthcare Services Chief Customer Officer Customer Management Education Pharmaceutical Retail Sales Telecommunications Transportation / Travel / Leisure Utilities / Energy Thu, 17 Apr 2008 15:12:32 -0500 david_rance 3481 at http://www.customerthink.com Customer Service Is in the Best Position To Deliver the Customer Strategy http://www.customerthink.com/blog/customer_service_best_position_strategy http://www.customerthink.com/blog/customer_service_best_position_strategy#comments CxO Leadership Large Enterprise Digital Marketing Service and Support Midsize Business Computers / Technology Contact Center Customer Experience Voice of Customer Customer Loyalty Customer Strategy Financial Services Government / Public Sector Healthcare Services Chief Customer Officer Customer Management Education Organization Alignment Pharmaceutical Telecommunications Transportation / Travel / Leisure Utilities / Energy Tue, 11 Mar 2008 12:09:47 -0500 david_rance 3237 at http://www.customerthink.com Customer Service Is the Best Brand Ambassador for Any Company http://www.customerthink.com/blog/customer_service_best_brand_ambassador http://www.customerthink.com/blog/customer_service_best_brand_ambassador#comments CxO Leadership Digital Marketing Sales Performance Service and Support Contact Center Customer Experience Voice of Customer Customer Loyalty Performance Management Small Business Customer Strategy Financial Services Government / Public Sector Performance Metrics Chief Customer Officer Pharmaceutical Retail Sales Telecommunications Transportation / Travel / Leisure Utilities / Energy Tue, 12 Feb 2008 14:17:39 -0600 david_rance 3044 at http://www.customerthink.com Don't Just Pay Lip Service to Empowering Your Employees; Enable Their Customer Passion http://www.customerthink.com/article/dont_pay_lip_service_empowering_employees http://www.customerthink.com/article/dont_pay_lip_service_empowering_employees#comments CxO Leadership Customer Experience Chief Customer Officer Organization Alignment Mon, 04 Feb 2008 08:00:00 -0600 david_rance 2967 at http://www.customerthink.com The Social Web Is the Perfect Forum for Customer-Empowered Service http://www.customerthink.com/blog/social_web_customer_service http://www.customerthink.com/blog/social_web_customer_service#comments CxO Leadership Digital Marketing Service and Support Contact Center Customer Experience Small Business Fast-Moving Consumer Goods Customer Strategy Financial Services Government / Public Sector Telecommunications Wed, 16 Jan 2008 02:55:52 -0600 david_rance 2902 at http://www.customerthink.com Northern Rock: The Death of Customer Loyalty http://www.customerthink.com/blog/northern_rock_death_customer_loyalty http://www.customerthink.com/blog/northern_rock_death_customer_loyalty#comments CxO Leadership Digital Marketing Sales Performance Service and Support Customer Experience Voice of Customer Customer Loyalty Customer Strategy Financial Services Chief Customer Officer Utilities / Energy Fri, 21 Sep 2007 03:33:43 -0500 david_rance 2289 at http://www.customerthink.com Alignment Really Does Make a Difference—to Customers and Employees http://www.customerthink.com/blog/alignment_really_does_make_a_difference http://www.customerthink.com/blog/alignment_really_does_make_a_difference#comments CxO Leadership Digital Marketing Sales Performance Service and Support Voice of Customer Customer Strategy Financial Services Government / Public Sector Performance Metrics Chief Customer Officer Chief Information Officer Organization Alignment Experience and Process Design Pharmaceutical Retail Sales Telecommunications Utilities / Energy Tue, 14 Aug 2007 05:10:52 -0500 david_rance 2046 at http://www.customerthink.com Don't Silo-Out the Customer Service Department http://www.customerthink.com/article/dont_silo_out_customer_service http://www.customerthink.com/article/dont_silo_out_customer_service#comments CxO Leadership Service and Support Contact Center Chief Information Officer Organization Alignment Telecommunications Mon, 16 Jul 2007 08:00:00 -0500 david_rance 1812 at http://www.customerthink.com You Can Cross the Line of Chaos to Make Your Organization Customer-Focused http://www.customerthink.com/article/cross_line_chaos_become_customer_centric http://www.customerthink.com/article/cross_line_chaos_become_customer_centric#comments CxO Leadership Customer Experience Customer Loyalty Customer Strategy Organization Alignment Experience and Process Design Mon, 02 Jul 2007 07:59:00 -0500 david_rance 1757 at http://www.customerthink.com Answering Calls Is Enough—Isn't It? http://www.customerthink.com/blog/answering_calls_is_enough_isnt_it http://www.customerthink.com/blog/answering_calls_is_enough_isnt_it#comments Service and Support Contact Center Financial Services Healthcare Services Chief Customer Officer Telecommunications Utilities / Energy Tue, 06 Mar 2007 10:58:53 -0600 david_rance 879 at http://www.customerthink.com IVR Jungles http://www.customerthink.com/blog/ivr_jungles http://www.customerthink.com/blog/ivr_jungles#comments Service and Support Financial Services Chief Customer Officer Telecommunications Utilities / Energy Wed, 14 Feb 2007 06:12:56 -0600 david_rance 714 at http://www.customerthink.com Why Aren't Banks Feeling the Heat From Customers? http://www.customerthink.com/blog/why_arent_banks_feeling_heat_from_customers http://www.customerthink.com/blog/why_arent_banks_feeling_heat_from_customers#comments CxO Leadership Digital Marketing Financial Services Chief Customer Officer Wed, 14 Feb 2007 06:05:51 -0600 david_rance 713 at http://www.customerthink.com My Advice for CEOs: Consider 2007 the Year of Alignment http://www.customerthink.com/article/advice_for_ceos_year_of_alignment http://www.customerthink.com/article/advice_for_ceos_year_of_alignment#comments CxO Leadership Customer Strategy Organization Alignment Mon, 08 Jan 2007 09:58:00 -0600 david_rance 316 at http://www.customerthink.com Is Customer Service Getting Worse? http://www.customerthink.com/blog/is_customer_service_getting_worse http://www.customerthink.com/blog/is_customer_service_getting_worse#comments CxO Leadership Digital Marketing Customer Experience Customer Loyalty Chief Customer Officer Tue, 28 Nov 2006 13:33:03 -0600 david_rance 60 at http://www.customerthink.com Have a Plan: Customer-Centricity Doesn't Happen by Osmosis http://www.customerthink.com/article/customer_centricity_doesnt_happen_by_osmosis http://www.customerthink.com/article/customer_centricity_doesnt_happen_by_osmosis#comments CxO Leadership Customer Experience Customer Loyalty Customer Strategy Mon, 02 Oct 2006 20:58:39 -0500 david_rance 40 at http://www.customerthink.com Let Go of the Dock: You Really Can Cross the "Line of Chaos" http://www.customerthink.com/article/let_go_of_the_dock_cross_the_line_of_chaos http://www.customerthink.com/article/let_go_of_the_dock_cross_the_line_of_chaos#comments CxO Leadership Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Organization Alignment Experience and Process Design Technology Implementation Telecommunications Mon, 24 Jul 2006 02:00:00 -0500 david_rance 126 at http://www.customerthink.com Compartmentalization Doesn't Work in a Global Economy http://www.customerthink.com/article/compartmentalization_doesnt_work_in_a_global_economy http://www.customerthink.com/article/compartmentalization_doesnt_work_in_a_global_economy#comments CxO Leadership Digital Marketing Sales Performance Service and Support Customer Experience Customer Loyalty Chief Customer Officer Chief Information Officer Mon, 17 Jul 2006 02:00:00 -0500 david_rance 127 at http://www.customerthink.com Leadership Vs. Management: We're Customer-Centric Because I Say We Are http://www.customerthink.com/article/customer-centric_because_i_say_we_are http://www.customerthink.com/article/customer-centric_because_i_say_we_are#comments CxO Leadership Performance Management Customer Strategy Performance Metrics Chief Customer Officer Organization Alignment Experience and Process Design Mon, 03 Jul 2006 02:00:00 -0500 david_rance 128 at http://www.customerthink.com Making Your Organization Customer-Centric Means Keeping All Its Components in Harmony http://www.customerthink.com/article/customer_centricity_keep_components_in_harmony http://www.customerthink.com/article/customer_centricity_keep_components_in_harmony#comments CxO Leadership Customer Strategy Chief Customer Officer Organization Alignment Experience and Process Design Mon, 03 Jul 2006 02:00:00 -0500 david_rance 129 at http://www.customerthink.com The Madness of Metrics: Be Careful What You Measure http://www.customerthink.com/article/madness_metrics_careful_what_you_measure http://www.customerthink.com/article/madness_metrics_careful_what_you_measure#comments CxO Leadership Customer Experience Customer Strategy Performance Metrics Chief Customer Officer Mon, 03 Apr 2006 02:00:00 -0500 david_rance 130 at http://www.customerthink.com To Create a Good Customer Experience, You Have To Stop Treating the Symptoms http://www.customerthink.com/article/create_good_customer_experience_stop_treating_symptoms http://www.customerthink.com/article/create_good_customer_experience_stop_treating_symptoms#comments CxO Leadership Digital Marketing Service and Support Customer Analytics Customer Experience Customer Loyalty Chief Customer Officer Customer Information Architecture Mon, 13 Mar 2006 02:00:00 -0600 david_rance 133 at http://www.customerthink.com How To Build Profits? Let Service People Do What They Do Best http://www.customerthink.com/article/let_CSRs_do_what_they_do_best http://www.customerthink.com/article/let_CSRs_do_what_they_do_best#comments CxO Leadership Sales Performance Service and Support Contact Center Customer Analytics Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Customer Information Architecture Organization Alignment Telecommunications Wed, 05 Oct 2005 02:00:00 -0500 david_rance 269 at http://www.customerthink.com When It Comes to Strategy, Don't Take a Page From Telecoms http://www.customerthink.com/article/in_strategy_dont_take_a_page_from_telecoms http://www.customerthink.com/article/in_strategy_dont_take_a_page_from_telecoms#comments CxO Leadership Digital Marketing Customer Experience Customer Loyalty Customer Strategy Chief Customer Officer Chief Information Officer Customer Information Architecture Telecommunications Tue, 05 Jul 2005 02:00:00 -0500 david_rance 270 at http://www.customerthink.com Want To Know What's Best for the Customer? Ask Your Service People http://www.customerthink.com/article/service_people_know_best_for_customer http://www.customerthink.com/article/service_people_know_best_for_customer#comments Digital Marketing Contact Center Customer Experience Customer Loyalty Chief Customer Officer Organization Alignment Fri, 10 Dec 2004 00:00:00 -0600 david_rance 817 at http://www.customerthink.com