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	<title>Polarity &#187; Execution</title>
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	<link>http://polarityinc.com</link>
	<description>Helping companies go beyond ad impressions to actually sell something</description>
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		<title>Credit Unions: Filene, Zig Ziglar and Southwest Airlines are on to Something</title>
		<link>http://polarityinc.com/2011/05/credit-unions-filene-zig-ziglar-and-southwest-airlines-are-on-to-something/</link>
		<comments>http://polarityinc.com/2011/05/credit-unions-filene-zig-ziglar-and-southwest-airlines-are-on-to-something/#comments</comments>
		<pubDate>Sat, 28 May 2011 13:25:51 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[credit union hiring]]></category>
		<category><![CDATA[credit union service]]></category>
		<category><![CDATA[customer service]]></category>
		<category><![CDATA[Filene Research Institute]]></category>
		<category><![CDATA[Southwest Airlines]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=1161</guid>
		<description><![CDATA[Credit unions can learn from what Southwest Airlines, Zig Ziglar and others already know -- you hire for attitude, train for skills.  The Filene Research Institute provides a blueprint for getting it right.]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Is it the Size of the Gun or the Aim that Determines Sales Success?</title>
		<link>http://polarityinc.com/2011/04/is-it-the-size-of-the-gun-or-the-aim-that-determines-sales-success/</link>
		<comments>http://polarityinc.com/2011/04/is-it-the-size-of-the-gun-or-the-aim-that-determines-sales-success/#comments</comments>
		<pubDate>Tue, 05 Apr 2011 13:22:23 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[bank marketing]]></category>
		<category><![CDATA[branch strategy]]></category>
		<category><![CDATA[credit union marketing]]></category>
		<category><![CDATA[customer mix]]></category>
		<category><![CDATA[financial marketing]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=1152</guid>
		<description><![CDATA[In the financial world, it seems that branch and ATM locations have become an obsession -- but is reach as important as aim?  Distribution without focus is costly and we examine why customer mix is critical to profitable growth.]]></description>
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		<slash:comments>0</slash:comments>
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		<title>eBay Giveth and Paypal Taketh Away</title>
		<link>http://polarityinc.com/2011/02/ebay-giveth-and-paypal-taketh-away/</link>
		<comments>http://polarityinc.com/2011/02/ebay-giveth-and-paypal-taketh-away/#comments</comments>
		<pubDate>Sat, 12 Feb 2011 23:00:36 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[eBay gift certificate problem]]></category>
		<category><![CDATA[Paypal gift certificate redemption problem]]></category>
		<category><![CDATA[poor eBay customer service]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=1137</guid>
		<description><![CDATA[eBay's purchase of Paypal seemed like a no-brainer, until the two tried to integrate their systems.  Making matters worse is two Customer Service organizations trying to sort through their disconnects.   Read the transcript of a real eBay Chat dialogue where they admit customers who redeem only part of an eBay gift certificate lose the remaining balance unless they call Paypal to reactivate the funds.]]></description>
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		<slash:comments>3</slash:comments>
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		<item>
		<title>Customer Service &#8212; Easier Said Than Done</title>
		<link>http://polarityinc.com/2010/12/customer-service-easier-said-than-done/</link>
		<comments>http://polarityinc.com/2010/12/customer-service-easier-said-than-done/#comments</comments>
		<pubDate>Thu, 02 Dec 2010 03:19:39 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[brand experience]]></category>
		<category><![CDATA[customer experience]]></category>
		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=1099</guid>
		<description><![CDATA[Outsourced call centers sound like a good deal until they accelerate customer attrition.  How eBay (and others) are dropping the ball whereby Customer Support is code for customer avoidance.]]></description>
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		<slash:comments>0</slash:comments>
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		<title>Citi&#8217;s One-Size-Fits-All Approach to Buyer Personas</title>
		<link>http://polarityinc.com/2010/10/citis-one-size-fits-all-approach-to-buyer-personas/</link>
		<comments>http://polarityinc.com/2010/10/citis-one-size-fits-all-approach-to-buyer-personas/#comments</comments>
		<pubDate>Mon, 11 Oct 2010 19:36:04 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[Citi]]></category>
		<category><![CDATA[credit cards]]></category>
		<category><![CDATA[customer driven marketing]]></category>
		<category><![CDATA[customer service]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=1081</guid>
		<description><![CDATA[Citi card services lose another valued customer, but it could have been avoided if Buyer Personas were used.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Give It To Me Straight</title>
		<link>http://polarityinc.com/2010/04/give-it-to-me-straight/</link>
		<comments>http://polarityinc.com/2010/04/give-it-to-me-straight/#comments</comments>
		<pubDate>Fri, 23 Apr 2010 20:10:32 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[sales prospecting]]></category>
		<category><![CDATA[sales qualifying]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=1032</guid>
		<description><![CDATA[Why "No" beats "Maybe" in a sales call.  The secret to increasing sales productivity might lie in our ability to make it comfortable for a suspect to say "No."]]></description>
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		<slash:comments>0</slash:comments>
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		<item>
		<title>Frontline Employees &#8211; Brand Ambassadors or Brand Assassins?</title>
		<link>http://polarityinc.com/2010/01/frontline-employees-brand-ambassadors-or-brand-killers/</link>
		<comments>http://polarityinc.com/2010/01/frontline-employees-brand-ambassadors-or-brand-killers/#comments</comments>
		<pubDate>Thu, 14 Jan 2010 00:22:31 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[brand ambassadors]]></category>
		<category><![CDATA[brand experience]]></category>
		<category><![CDATA[brand promise]]></category>
		<category><![CDATA[frontline employees]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=838</guid>
		<description><![CDATA[Frontline employees are the key to a positive brand experience in business, but nowhere is this more critical than services businesses.  Here's an example of a management failure to enroll frontline employees in becoming brand ambassadors.]]></description>
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		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>How Subaru Stubbed its Toe at Whole Foods</title>
		<link>http://polarityinc.com/2009/11/how-subaru-stubbed-its-toe-at-whole-foods/</link>
		<comments>http://polarityinc.com/2009/11/how-subaru-stubbed-its-toe-at-whole-foods/#comments</comments>
		<pubDate>Mon, 16 Nov 2009 21:56:38 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[agency]]></category>
		<category><![CDATA[field marketing]]></category>
		<category><![CDATA[subaru]]></category>
		<category><![CDATA[test drive]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=826</guid>
		<description><![CDATA[Environmentally friendly and hip brand (Subaru) takes a good idea and botches the execution -- "who's to blame" is less important than "how to avoid" making the same mistake.]]></description>
		<wfw:commentRss>http://polarityinc.com/2009/11/how-subaru-stubbed-its-toe-at-whole-foods/feed/</wfw:commentRss>
		<slash:comments>0</slash:comments>
		</item>
		<item>
		<title>Twitter Tools and Tips for Online Retailers</title>
		<link>http://polarityinc.com/2009/06/twitter-tips-for-online-retailers/</link>
		<comments>http://polarityinc.com/2009/06/twitter-tips-for-online-retailers/#comments</comments>
		<pubDate>Tue, 09 Jun 2009 18:31:38 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[online retail]]></category>
		<category><![CDATA[Twitter]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=619</guid>
		<description><![CDATA[Twitter tips for online retailers]]></description>
		<wfw:commentRss>http://polarityinc.com/2009/06/twitter-tips-for-online-retailers/feed/</wfw:commentRss>
		<slash:comments>2</slash:comments>
		</item>
		<item>
		<title>Small Business: Now is Your Time to Roar!</title>
		<link>http://polarityinc.com/2009/03/small-businesses-now-is-your-time-to-roar/</link>
		<comments>http://polarityinc.com/2009/03/small-businesses-now-is-your-time-to-roar/#comments</comments>
		<pubDate>Sat, 14 Mar 2009 19:52:06 +0000</pubDate>
		<dc:creator>Steve Patti</dc:creator>
				<category><![CDATA[Execution]]></category>
		<category><![CDATA[NY Times]]></category>
		<category><![CDATA[small business]]></category>
		<category><![CDATA[social media]]></category>

		<guid isPermaLink="false">http://polarityinc.com/?p=408</guid>
		<description><![CDATA[This post points out that in today's challenging global economy, being small is the new big.  Specifically, small companies can out-maneuver most big companies in authentic customer dialogue, customer service excellence, response to marketing conditions, and making decisions.  It is actually a great time to be a small company.]]></description>
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