Image via Wikipedia Delivering on your brand promise at every point of contact (EPOC) is something we preach at Holland-Mark. It’s not enough to create clever marketing campaigns or design brilliant product packaging . . . a brand must deliver a truly remarkable experience with each and every customer or prospect interaction. We all know…
An excellent article in this weekend’s NY Times about corporate America’s reticence to apologize for its errors and actions. The article mostly focuses on healthcare and I thank Paul Levy at BIDMC for blogging about it and bringing it to my attention. Upon reading I had two thoughts: First, isn’t it ironic that in the…
Image by caribb via Flickr I feel like I am a reasonable customer. While I really appreciate great customer service I am quick to forgive less-than-stellar performances by any one person. You never know what they may be dealing with . . . a death in the family, a divorce, an illness, or maybe the…
Image by mikebaird via Flickr We completed our migration to Google Apps yesterday. It was easy and inexpensive. Our outsourced IT provider took care of the behind-the-scenes stuff and prepared some user documentation. We held a couple of internal meetings before the event to establish the motivation and define the process; and a couple of…
We are making the switch to Google Apps on Friday. By next week we’ll be floating toward the cloud. By next year we’ll be immersed in it. In the course of discussing the transition today I realized, as a small business, how difficult managing and syncing email and calendar has been. Years ago we suffered…