David van Toor's Blog
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Information
| Blog Name: | David van Toor's Blog |
| Url: | http://www.davidvantoor.com/Site/David_van_Toor_Blog... |
| Language: | English |
| Topics: | Solving Problems, Customer Experience |
| Description: | Innovative perspectives on the customer experience |
| Popularity: | 5 Followers |
Blog Feed
Good Guys do Win...
| Having worked in the business software industry for over 20 years, I’ve seen many different ways of running businesses. From a pubic company who would execute lay-offs while continuing to pay coun... |
Dogs and coffee
| Being a native of New Zealand, I recall an ancient Maori proverb that, roughly translated, says "Don't teach your dog to make coffee. It will take much work, the coffee will be terrible, and the do... |
Falling cookies, rising loyalty
| OK, so I (and many others) are probably guilty of over using Starbucks as an example of good service. However there's an argument that they probably feature there for a reason. Here's my latest: I ... |
The Rocket Science of Customer Service in Commercial Airlines
| Early this morning, I was reminded that its not how you conduct normal business that really defines your customer experience, its how you handle the exceptions.I had wrapped up some video interview... |
Obama’s Stimulus Package, Top Gun, and deciding to act
| Last night I watched President Obama conduct his press conference answering questions on the proposed stimulus package. A key theme of his message was that the plan was not perfect, but that “fail... |
What’s with Social CRM?
| So, Social CRM is the new buzz in the Customer Relationship Management World, and quite frankly I don’t get it. Its not that I don’t think its cool to connect people to all the tools they use to c... |
Policies, Doing the Right Thing, and Cell Phones
| The Customer Experience is a BIG deal. It drives long term financial performance like nothing else, but its often a secondary focus in organizations because its harder to measure than “number of c... |
The Fallacy of the Customer Satisfaction Survey
| I’m regarded at work as a bit of an “anti-survey” guy. While it’s true that I believe that surveys are often used as a justified excuse for doing absolutely nothing to solve a problem, I’m not aga... |
Value based pricing, and the US Health care system
| So, those of you who’ve been following this blog know that I’ve recently had foot surgery, following the somewhat embarrassing episode of having a kitchen knife fall on my foot (neatly blade down),... |
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