Social media is touted as a factor in globalization, but for me, being increasingly visible on-line feels more like being back in my very small home town.  In a small town “everyone knows your business”. Having people know your business can be a comfort. My dad worked in the small bank in that very small

I’ve been urging customer service leadership to take advantage of changes in data analytics. When you’re leading customer-facing teams, just managing on-going activity consumes a tremendous amount of time and energy.  Taking on something new requires more time and can feel especially uphill when there is reliance on teams outside your organization. Even given strong

“Customers will be calling the shots” according to Forbes in a recent article “Social Power and The Coming Corporate Revolution.”  The author, referencing the impact of social media in recent changes overseas, urges companies to understand that the influence of social media is not limited to politics. Customers are also part of the new empowerment dynamic

I’ve been told analyzing large amounts of data is no longer such a challenge.  I was a little skeptical because of my background and recollections of trying to get accurate and actionable customer information.  It took time to find and line up the right data analyst and then negotiate for a place in line with