// archives

brand experience

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Customer Service — Easier Said Than Done

By Steve Patti ⋅ December 1, 2010 ⋅ Post a comment

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.

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Frontline Employees – Brand Ambassadors or Brand Assassins?

By Steve Patti ⋅ January 13, 2010 ⋅ Post a comment

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.

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Increasing Sales May Not be Related to Selling

By Steve Patti ⋅ February 6, 2009 ⋅ One comment

Sales are down, should we fire the sales guys? No — perhaps you should fire the Ops guys! This post examines how failures across the organization may be the reason your brand stinks and sales are down.

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