Tag Archives: Empowerment

Taking a work break: A dangerous choice?

I recently took a sabbatical from work.  In my case it was for a long-postponed surgery that would require at least six months of focused recovery and rehab time, to enable a planned, someday biking vacation in Italy. As a … Continue reading

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What has happened to customer service?

I recognize my personal experiences are anecdotal, and can’t be used to make sweeping statements about the way things are for all. But darn it, to borrow a quote from one of my favorite movies, “I’m mad as hell and … Continue reading

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Is customer service an oxymoron?

I don’t believe consumers expect perfection from every company, every good, and every service (though that would be nice). What we do expect is prompt and courteous resolution of problems that arise. Here are a few kudos where due in … Continue reading

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Occupy, what are thy (specific) goals?

A high school friend, an artist whom I admire, walks in the bitter cold with the Occupy Traverse City (MI) group. Reading her Facebook posts brings back memories of my own protest days that shaped my liberal worldview and my … Continue reading

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Do satisfied employees increase customer satisfaction?

A new study from the University of Missouri  suggests that CEOs who pay attention to employees’ job satisfaction will boost both customer satisfaction and repeat business. Christopher Groening, assistant professor of marketing, said his study shows that, in fact, “The link between … Continue reading

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Zappos’ founder: It’s all about the culture

Zappos’ founder Tony Hsieh was in Tampa on Monday to speak to American Marketing Association members. The AMA said it was the chapter’s largest turnout ever. I love shopping on Zappos’ website. Now I understand why. It’s not just the … Continue reading

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