Have you ever incurred an incident where your child has become lost and
needed help? How many times has this issue crossed every parents mind as they
wait for sons or daughters to come home or receive a phone call to hear;
Amdocs has just this scenario in mind when creating CRM solutions which marry
broadband, mobile, GPS, and IPTV technologies which interface in giving real
time convergence for service providers in solving real life problems.
1. Dad is watching TV and sets caller display to (Do Not Disturb) unless a
family member calls.
2. Megan his 16 year old daughter calls from her mobile phone, the TV shows
she is calling and gives a prompt to pause live TV
3. Dad uses TV remote to answer call and speaks to Megan via the TV
4. Megan says she is lost and can Dad pick her up
5. Dad uses the TV remote to select the “Fin... (more)
"In the U.S., there is a 5 percent increase in switching due to poor customer
service from 46% to 51%. Globally, there is a 4 percent increase in switching
due to poor customer service from 62% to 66%." This quote comes from the 2013
Global Consumer Pulse Survey from Accenture where the focus was the
"Switching Economy," or the shift of consumer loyalty from one provider to
another due to poor customer service.
The report lists a number of customer service practices that aggravated the
13,168 respondents, 74 percent stated that, "having to wait for a response
after I've requeste... (more)
New Media on Ulitzer
I had the privilege of serving on the Board of the Peter Drucker Foundation
(now the Leader to Leader Institute) for ten years. Peter was a pioneer in
understanding the impact of knowledge workers in the new economy. He simply
defined knowledge workers as ‘people who know more about what they are
doing than their boss does’. In a world where knowledge workers are the key
to value in most corporations, personal brand management becomes critically
important. Professionals at all levels will need to be able to communicate
their unique brand within and across or... (more)
New Media on Ulitzer
"The Secret" was launched by Rhonda Byrne in 2006 and says that thoughts have
an energy that attracts like energy and you attract into your life whatever
you think about. This tool refers to what Buddha said: "What you have become
is the result of what you have thought". It suggests the following: "your
dominant thoughts will find a way to manifest. ...
Whatever you focus on the most is what will be most attracted to your life.
..Once you are aware of this law and how it works, you can start to use it to
deliberately attract what you want into your life... Li... (more)
I have worked in sales for the past fourteen years and have seen fads come
and go. The latest is CRM that, my company has forced upon me. Isn’t CRM
just another way for my company to act like BIG BROTHER to watch and monitor
my every move?
Would you board a commercial airline if you knew, 1) the plane was lacking a
navigational system, 2) you would be flying to the busiest airport in the
world without the aid of an air traffic controller or radar, and 3) the
pilots would not have any radio contact to direct their take off or landing
approach? Most ... (more)
When Rick Berzle and Bill Keyworth asked me to join them to build a site on
the topic of Business Service Management, I immediately said yes.
The result is BSMReview.com, a site which seeks to analyze the best and next
practices in business service management from a third-party point of view.
The experts that Bill has brought to the site are literally a who's who of
the best and most trusted people in the field: Peter Armstrong, Tom Bishop,
Malcolm Fry, Israel Gat, Peter McGarahan, Richard Ptak, and Ken Turbitt. And
that's just for the launch. Bill is recruiting more experts even ... (more)