CustomersAreAlways: January 2008 Archives

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Jan31	4 Must-Read Customer Service Blog Posts Maria Palma January 31, 2008 Know More: Advice customer service My "Customer Service" folder in my feed reader is overflowing with excellent customer service articles, so I thought I'd share some interesting reads with you... Glenn Ross shares with us the three levels of customer service. Can you reach that third level? Could the sharing of knowledge be more important than selling? Could it also be hindering you from achieving success? Every good leader needs a vision and Tom Vander Well offers some great advice to keep us focused on that vision. How are you handling 20% of the problems that customers have? Susan Abbott shares an experience with Dell that makes me wonder if Dell will ever get it. Posted at 11:20 AM \| Permalink \| Comments
Jan30	The Secrets to Business Success Maria Palma January 30, 2008 Have you ever wondered what the great secrets are to becoming a successful salesperson? Mike Sigers gets this question over and over, so he's offered up his secrets to sales success - very similar to my ideas as to what... Continue Reading Posted at 12:04 PM \| Permalink \| Comments
Jan28	The Tip Debate Maria Palma January 28, 2008 Shaun Sayers of Business Process Quality Improvements dropped by to leave a comment on my post about customer service in the UK. What Shaun has observed about customer service in the U.S. is head on:"It is not uncommon to... Continue Reading Posted at 11:06 AM \| Permalink \| Comments
	British Airways Calls For Customer Service Improvement Maria Palma January 28, 2008 Interestingly enough, we're already near the end of January and I haven't come across any major airline horror stories. Perhaps the airline carriers have learned from the American Airlines fiasco that occurred last year. However, this is not to say... Continue Reading Posted at 9:00 AM \| Permalink \| Comments
Jan24	Catalog Choice Poses a Challenge to Marketers Maria Palma January 24, 2008 A nonprofit company by the name of Catalog Choice recently signed on its 400,000th member to its database of consumers who have elected not to be listed on catalog mailing lists. It's pretty similar to the "Do Not Call" list... Continue Reading Posted at 3:31 PM \| Permalink \| Comments
	The Mortgage Conundrum and What Mortgage Brokers Can Do Maria Palma January 24, 2008 If you do any reading on the real estate market, you're bound to come an article or two...or three...about the state of the mortgage and banking industry. Last week I talked about how Citigroup posted a $10 billion dollar loss... Continue Reading Posted at 10:26 AM \| Permalink \| Comments
Jan23	Customer Service Improves in the UK Maria Palma January 23, 2008 According to this article at SME Web, customers are happier with service in the UK. The study was conducted by the Institute of Customer Service and offers us a little hope that companies are indeed recognizing the importance of... Continue Reading Posted at 5:15 PM \| Permalink \| Comments
	Turn Your Customer Service Resolutions Into Achievable Goals Maria Palma January 23, 2008 Dan Heath and Chip Heath, authors of Made to Stick: Why Some Ideas Survive and Others Die, wrote an interesting article for the February 2008 issue of Fast Company. "Make Goals Not Resolutions" offers insight on the difference between resolutions... Continue Reading Posted at 5:00 AM \| Permalink \| Comments
Jan22	Is Google Listening to Its Customers? Maria Palma January 22, 2008 I'm angry. Very angry. I noticed a serious decline in traffic on a couple blogs of mine - mainly this one here you're reading and another Know More Media blog that I write on, The Runway Scoop. I took a... Continue Reading Posted at 4:42 PM \| Permalink \| Comments
	What Is a Good Salesperson? Maria Palma January 22, 2008 Cam Beck offers us a little taste (pun intended!) of what Too Much "Customer Service" is and being aware of what you say to people who buy products from you. Especially when you're dealing with food - it's never... Continue Reading Posted at 10:05 AM \| Permalink \| Comments
Jan21	Jonathan Pfleuger's Currant: Creating Noteworthy Experiences Maria Palma January 21, 2008 Jonathan Pfleuger's Currant is situated on a busy downtown street of San Diego. On a gorgeous warm sunny day I strolled in for a little afternoon delight consisting of sultry wine and relaxation. There's something about a good white wine... Continue Reading Posted at 9:25 PM \| Permalink \| Comments
	Martin Luther King Jr. Day: A Day of Service Maria Palma January 21, 2008 Being that it's Martin Luther King Jr. Day here in the U.S., I reflect on all the ways that Dr. King has served the people who needed his help. If ever you need an example of how one person was... Continue Reading Posted at 3:01 PM \| Permalink \| Comments
	The Tipping Point of Great Customer Service Maria Palma January 21, 2008 I just started reading The Tipping Point: How Little Things Can Make a Big Difference by Malcolm Gladwell. He explains that The Tipping Point "is the biography of an idea, and the idea is very simple. It is that the... Continue Reading Posted at 12:02 PM \| Permalink \| Comments
	Customer Service Carnivale: The Very Good Tips Edition Maria Palma January 21, 2008 Welcome to the Customer Service Carnivale! I didn't realize until late last week that today is Martin Luther King's birthday - a holiday here in the U.S - otherwise I would have postponed this edition. However, that means more time... Continue Reading Posted at 7:00 AM \| Permalink \| Comments
Jan17	Merging Departments and Channels of Communication Maria Palma January 17, 2008 Evan Schuman of StorefrontBacktalk talks about how 1800mattress.com is sending online chat transcripts with customers to the physical stores so that customers don't have to repeat information to the salespeople in the store. Seems like a pretty seamless process, but... Continue Reading Posted at 11:41 AM \| Permalink \| Comments
Jan16	"American Idol" Creates Loyal Fans, Can You? Maria Palma January 16, 2008 American Idol has forged into the 7th season, but I missed the first episode last night. (Here's a review of the show.) I have friends who rave about the show and schedule everything around the 2 hours it airs. As... Continue Reading Posted at 5:39 PM \| Permalink \| Comments
	New Customer Service Book Release: "The Celebrity Experience" Maria Palma January 16, 2008 If you're looking for a juicy book to read on customer service, you might want to check out Donna Cutting's new book, The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service. I haven't read the book yet, but will... Continue Reading Posted at 12:25 AM \| Permalink \| Comments
Jan15	How Citigroup Can Manage Layoffs Maria Palma January 15, 2008 Citigroup (C) announced today that the company has suffered the biggest quarterly loss in company history - to the tune of $10B billion! The company's stock has taken a hit and now there's talk about layoffs. Much of this loss... Continue Reading Posted at 10:05 AM \| Permalink \| Comments
Jan14	Customer Discrimination: A Lesson From Ocean's 13 Maria Palma January 14, 2008 Should we get rid of the titles or labels that we give customers? Most companies categorize their customers. They get labels like "VIP", "Gold Member", "Platinum Account", etc. Customer service reps then determine how much or how little attention a... Continue Reading Posted at 9:02 PM \| Permalink \| Comments
	Sales and Customer Service: How Important Are the Numbers Really? Maria Palma January 14, 2008 "BIC Firms Increased Service Revenue by 41%" I read this news headline today but didn't read the article. As a customer, do I really care that BIC firms increased their revenue? Not really. All I care about is that they... Continue Reading Posted at 7:33 AM \| Permalink \| Comments
	Home Depot On the Right Track Maria Palma January 14, 2008 With a new CEO at the reigns, Home Depot (HD) is on a mission to improve its stores and service. This article at the Wall Street Journal (free preview) says that the company will be reassigning overnight workers to day... Continue Reading Posted at 6:00 AM \| Permalink \| Comments
Jan11	Five Customer Service Links For Friday Maria Palma January 11, 2008 Meikah over at CustServ says that customers prefer to talk to you over the phoneCustomer World says that a single view of customers could gain momentum in 2008 and points out an interesting report on Best in Class (BIC) companiesWhat... Continue Reading Posted at 2:02 PM \| Permalink \| Comments
Jan10	The Details of Retail Maria Palma January 10, 2008 When you work in retail and have to sell many products, one of the major details you have to deal with is pricing and signage. This includes making sure the visual merchandising is appealing, there is enough inventory, and that... Continue Reading Posted at 10:28 PM \| Permalink \| Comments
	Your Secret Weapon Maria Palma January 10, 2008 I've always advocated the concept of checking the internet to see what others are saying about you or your business. Thank Goodness that I'm not a celebrity because I think I would be addicted to Googleing myself daily. I often... Continue Reading Posted at 12:49 PM \| Permalink \| Comments
Jan 9	One of the Keys to Great Customer Service Maria Palma January 9, 2008 Earlier I talked about how customer service is an enterprise strategy and encompasses every aspect of your business. I've also stressed here time and time again how customer service starts with each individual. In terms of customer service, every single... Continue Reading Posted at 2:51 PM \| Permalink \| Comments
	Customer Service: The Enterprise Strategy Maria Palma January 9, 2008 Here's a thought I found while reading this article, 7 Essential Customer Service Processes: "In the past, customer service was a department, the place that you called for specific redress of a grievance or information about your bill. Right now,... Continue Reading Posted at 11:53 AM \| Permalink \| Comments
Jan 8	Customer Service: It's Not About Cost Maria Palma January 8, 2008 Ginger Conlon of the 1to1 Blog asks in her post, Customer Experience: More Than the Latest Buzz Words: "Is a great customer experience really free?" Every experience that you provide to your customer requires energy - whether it's money or... Continue Reading Posted at 12:46 PM \| Permalink \| Comments
	Blogging Causes Stress? Maria Palma January 8, 2008 Is blogging hazardous to your health? Marshall Sponder of Web Metrics Guru says he sometimes blogs compulsively and I have to admit that I may have blogaholic tendencies. However, this is what I do for a living and I happen... Continue Reading Posted at 6:07 AM \| Permalink \| Comments
Jan 7	The Business of Creating Happiness Maria Palma January 7, 2008 I often hear people who say that they're in the business of making people happy. Happiness is what we strive for in life and creating happy customers is what each business person should be thinking about. It's not about... Continue Reading Posted at 8:22 PM \| Permalink \| Comments
	What Do Your Global Customers Expect? Maria Palma January 7, 2008 Accenture recently did a global study of customer service and customer expectations around the globe and released a report today titled "Customer Satisfaction in the Multi-Polar World: Accenture 2007 Global Customer Service Satisfaction Survey Report". 3,500 consumer respondents were surveyed... Continue Reading Posted at 4:45 PM \| Permalink \| Comments
	What Does CRM Mean to You? Maria Palma January 7, 2008 Early last year I introduced a new CRM application called Highrise which has now launched and been receiving many accolades from the press and business professionals. 37Signals is the company that developed Highrise and Jason Friend, a co-founder of 37Signals,... Continue Reading Posted at 2:10 PM \| Permalink \| Comments
	Customer Service Carnivale: The 2008 New Year Edition Maria Palma January 7, 2008 Thanks for joining us here for the Customer Service Carnivale - the first edition for 2008! What better way to start off your Monday with some good customer service readings... Charles H. Green presents Customer Loyalty Meets Rate Tarts... Continue Reading Posted at 6:07 AM \| Permalink \| Comments
Jan 4	Dance Your Way to Productivity and More Sales Maria Palma January 4, 2008 As I've probably mentioned before, one of my favorite day time shows to watch is Ellen Degeneres. I make sure not to miss the beginning of the show because 1) I love her monologues and 2) I love to dance.... Continue Reading Posted at 1:49 PM \| Permalink \| Comments
	2008: The Year That Retailers Focused on Customers Maria Palma January 4, 2008 Wouldn't that be a great headline to read at the end of this year? Well, if business people take the advice offered in this article over at CNNMoney.com, then perhaps they'll make liars out of those "analysts" who say that... Continue Reading Posted at 6:10 AM \| Permalink \| Comments
Jan 3	Celebrity Apprentice: It's Not About the Product Maria Palma January 3, 2008 If there's one reality show I think business people should watch, it's Donald Trump's "The Apprentice". The first couple years the show aired, I was addicted to it. Granted, I could do without all the big egos and drama (I'm... Continue Reading Posted at 10:48 PM \| Permalink \| Comments
	Creating an Authentic Customer Experience Maria Palma January 3, 2008 One of my favorite places to hang out in San Diego is the downtown area. During a recent shopping excursion I walked by Masala, a fairly new restaurant on 5th Avenue. I wasn't particularly hungry, but a craving for a... Continue Reading Posted at 7:14 PM \| Permalink \| Comments
	A Business Lesson Learned From Conan O' Brien Maria Palma January 3, 2008 Although the Writers Guild is still on strike, Jay Leno and Conan O' Brien returned to their posts as late night talk show hosts last night. It was so nice to be able to watch something fresh and new -... Continue Reading Posted at 2:29 PM \| Permalink \| Comments
Jan 2	Is Your Customer Service Compelling? Maria Palma January 2, 2008 At the beginning of every year many of us go into reflection mode and think about what happened the past year - the goals we achieved, the places we've been, how business improved...or not. During this time of reflection, did... Continue Reading Posted at 9:05 PM \| Permalink \| Comments
	Good Customer Service Starts Within Maria Palma January 2, 2008 In my studies of psychology and spirituality I've come to realize that in order for someone or some aspect of our society to change, it has to start with each individual. Currently I'm reading a book titled High Way From... Continue Reading Posted at 1:27 PM \| Permalink \| Comments

« December 2007 | Main | February 2008 »

Jan31	4 Must-Read Customer Service Blog Posts Maria Palma January 31, 2008 Know More: Advice customer service My "Customer Service" folder in my feed reader is overflowing with excellent customer service articles, so I thought I'd share some interesting reads with you... Glenn Ross shares with us the three levels of customer service. Can you reach that third level? Could the sharing of knowledge be more important than selling? Could it also be hindering you from achieving success? Every good leader needs a vision and Tom Vander Well offers some great advice to keep us focused on that vision. How are you handling 20% of the problems that customers have? Susan Abbott shares an experience with Dell that makes me wonder if Dell will ever get it. Posted at 11:20 AM \| Permalink \| Comments
Jan30	The Secrets to Business Success Maria Palma January 30, 2008 Have you ever wondered what the great secrets are to becoming a successful salesperson? Mike Sigers gets this question over and over, so he's offered up his secrets to sales success - very similar to my ideas as to what... Continue Reading Posted at 12:04 PM \| Permalink \| Comments
Jan28	The Tip Debate Maria Palma January 28, 2008 Shaun Sayers of Business Process Quality Improvements dropped by to leave a comment on my post about customer service in the UK. What Shaun has observed about customer service in the U.S. is head on:"It is not uncommon to... Continue Reading Posted at 11:06 AM \| Permalink \| Comments
	British Airways Calls For Customer Service Improvement Maria Palma January 28, 2008 Interestingly enough, we're already near the end of January and I haven't come across any major airline horror stories. Perhaps the airline carriers have learned from the American Airlines fiasco that occurred last year. However, this is not to say... Continue Reading Posted at 9:00 AM \| Permalink \| Comments
Jan24	Catalog Choice Poses a Challenge to Marketers Maria Palma January 24, 2008 A nonprofit company by the name of Catalog Choice recently signed on its 400,000th member to its database of consumers who have elected not to be listed on catalog mailing lists. It's pretty similar to the "Do Not Call" list... Continue Reading Posted at 3:31 PM \| Permalink \| Comments
	The Mortgage Conundrum and What Mortgage Brokers Can Do Maria Palma January 24, 2008 If you do any reading on the real estate market, you're bound to come an article or two...or three...about the state of the mortgage and banking industry. Last week I talked about how Citigroup posted a $10 billion dollar loss... Continue Reading Posted at 10:26 AM \| Permalink \| Comments
Jan23	Customer Service Improves in the UK Maria Palma January 23, 2008 According to this article at SME Web, customers are happier with service in the UK. The study was conducted by the Institute of Customer Service and offers us a little hope that companies are indeed recognizing the importance of... Continue Reading Posted at 5:15 PM \| Permalink \| Comments
	Turn Your Customer Service Resolutions Into Achievable Goals Maria Palma January 23, 2008 Dan Heath and Chip Heath, authors of Made to Stick: Why Some Ideas Survive and Others Die, wrote an interesting article for the February 2008 issue of Fast Company. "Make Goals Not Resolutions" offers insight on the difference between resolutions... Continue Reading Posted at 5:00 AM \| Permalink \| Comments
Jan22	Is Google Listening to Its Customers? Maria Palma January 22, 2008 I'm angry. Very angry. I noticed a serious decline in traffic on a couple blogs of mine - mainly this one here you're reading and another Know More Media blog that I write on, The Runway Scoop. I took a... Continue Reading Posted at 4:42 PM \| Permalink \| Comments
	What Is a Good Salesperson? Maria Palma January 22, 2008 Cam Beck offers us a little taste (pun intended!) of what Too Much "Customer Service" is and being aware of what you say to people who buy products from you. Especially when you're dealing with food - it's never... Continue Reading Posted at 10:05 AM \| Permalink \| Comments
Jan21	Jonathan Pfleuger's Currant: Creating Noteworthy Experiences Maria Palma January 21, 2008 Jonathan Pfleuger's Currant is situated on a busy downtown street of San Diego. On a gorgeous warm sunny day I strolled in for a little afternoon delight consisting of sultry wine and relaxation. There's something about a good white wine... Continue Reading Posted at 9:25 PM \| Permalink \| Comments
	Martin Luther King Jr. Day: A Day of Service Maria Palma January 21, 2008 Being that it's Martin Luther King Jr. Day here in the U.S., I reflect on all the ways that Dr. King has served the people who needed his help. If ever you need an example of how one person was... Continue Reading Posted at 3:01 PM \| Permalink \| Comments
	The Tipping Point of Great Customer Service Maria Palma January 21, 2008 I just started reading The Tipping Point: How Little Things Can Make a Big Difference by Malcolm Gladwell. He explains that The Tipping Point "is the biography of an idea, and the idea is very simple. It is that the... Continue Reading Posted at 12:02 PM \| Permalink \| Comments
	Customer Service Carnivale: The Very Good Tips Edition Maria Palma January 21, 2008 Welcome to the Customer Service Carnivale! I didn't realize until late last week that today is Martin Luther King's birthday - a holiday here in the U.S - otherwise I would have postponed this edition. However, that means more time... Continue Reading Posted at 7:00 AM \| Permalink \| Comments
Jan17	Merging Departments and Channels of Communication Maria Palma January 17, 2008 Evan Schuman of StorefrontBacktalk talks about how 1800mattress.com is sending online chat transcripts with customers to the physical stores so that customers don't have to repeat information to the salespeople in the store. Seems like a pretty seamless process, but... Continue Reading Posted at 11:41 AM \| Permalink \| Comments
Jan16	"American Idol" Creates Loyal Fans, Can You? Maria Palma January 16, 2008 American Idol has forged into the 7th season, but I missed the first episode last night. (Here's a review of the show.) I have friends who rave about the show and schedule everything around the 2 hours it airs. As... Continue Reading Posted at 5:39 PM \| Permalink \| Comments
	New Customer Service Book Release: "The Celebrity Experience" Maria Palma January 16, 2008 If you're looking for a juicy book to read on customer service, you might want to check out Donna Cutting's new book, The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service. I haven't read the book yet, but will... Continue Reading Posted at 12:25 AM \| Permalink \| Comments
Jan15	How Citigroup Can Manage Layoffs Maria Palma January 15, 2008 Citigroup (C) announced today that the company has suffered the biggest quarterly loss in company history - to the tune of $10B billion! The company's stock has taken a hit and now there's talk about layoffs. Much of this loss... Continue Reading Posted at 10:05 AM \| Permalink \| Comments
Jan14	Customer Discrimination: A Lesson From Ocean's 13 Maria Palma January 14, 2008 Should we get rid of the titles or labels that we give customers? Most companies categorize their customers. They get labels like "VIP", "Gold Member", "Platinum Account", etc. Customer service reps then determine how much or how little attention a... Continue Reading Posted at 9:02 PM \| Permalink \| Comments
	Sales and Customer Service: How Important Are the Numbers Really? Maria Palma January 14, 2008 "BIC Firms Increased Service Revenue by 41%" I read this news headline today but didn't read the article. As a customer, do I really care that BIC firms increased their revenue? Not really. All I care about is that they... Continue Reading Posted at 7:33 AM \| Permalink \| Comments
	Home Depot On the Right Track Maria Palma January 14, 2008 With a new CEO at the reigns, Home Depot (HD) is on a mission to improve its stores and service. This article at the Wall Street Journal (free preview) says that the company will be reassigning overnight workers to day... Continue Reading Posted at 6:00 AM \| Permalink \| Comments
Jan11	Five Customer Service Links For Friday Maria Palma January 11, 2008 Meikah over at CustServ says that customers prefer to talk to you over the phoneCustomer World says that a single view of customers could gain momentum in 2008 and points out an interesting report on Best in Class (BIC) companiesWhat... Continue Reading Posted at 2:02 PM \| Permalink \| Comments
Jan10	The Details of Retail Maria Palma January 10, 2008 When you work in retail and have to sell many products, one of the major details you have to deal with is pricing and signage. This includes making sure the visual merchandising is appealing, there is enough inventory, and that... Continue Reading Posted at 10:28 PM \| Permalink \| Comments
	Your Secret Weapon Maria Palma January 10, 2008 I've always advocated the concept of checking the internet to see what others are saying about you or your business. Thank Goodness that I'm not a celebrity because I think I would be addicted to Googleing myself daily. I often... Continue Reading Posted at 12:49 PM \| Permalink \| Comments
Jan 9	One of the Keys to Great Customer Service Maria Palma January 9, 2008 Earlier I talked about how customer service is an enterprise strategy and encompasses every aspect of your business. I've also stressed here time and time again how customer service starts with each individual. In terms of customer service, every single... Continue Reading Posted at 2:51 PM \| Permalink \| Comments
	Customer Service: The Enterprise Strategy Maria Palma January 9, 2008 Here's a thought I found while reading this article, 7 Essential Customer Service Processes: "In the past, customer service was a department, the place that you called for specific redress of a grievance or information about your bill. Right now,... Continue Reading Posted at 11:53 AM \| Permalink \| Comments
Jan 8	Customer Service: It's Not About Cost Maria Palma January 8, 2008 Ginger Conlon of the 1to1 Blog asks in her post, Customer Experience: More Than the Latest Buzz Words: "Is a great customer experience really free?" Every experience that you provide to your customer requires energy - whether it's money or... Continue Reading Posted at 12:46 PM \| Permalink \| Comments
	Blogging Causes Stress? Maria Palma January 8, 2008 Is blogging hazardous to your health? Marshall Sponder of Web Metrics Guru says he sometimes blogs compulsively and I have to admit that I may have blogaholic tendencies. However, this is what I do for a living and I happen... Continue Reading Posted at 6:07 AM \| Permalink \| Comments
Jan 7	The Business of Creating Happiness Maria Palma January 7, 2008 I often hear people who say that they're in the business of making people happy. Happiness is what we strive for in life and creating happy customers is what each business person should be thinking about. It's not about... Continue Reading Posted at 8:22 PM \| Permalink \| Comments
	What Do Your Global Customers Expect? Maria Palma January 7, 2008 Accenture recently did a global study of customer service and customer expectations around the globe and released a report today titled "Customer Satisfaction in the Multi-Polar World: Accenture 2007 Global Customer Service Satisfaction Survey Report". 3,500 consumer respondents were surveyed... Continue Reading Posted at 4:45 PM \| Permalink \| Comments
	What Does CRM Mean to You? Maria Palma January 7, 2008 Early last year I introduced a new CRM application called Highrise which has now launched and been receiving many accolades from the press and business professionals. 37Signals is the company that developed Highrise and Jason Friend, a co-founder of 37Signals,... Continue Reading Posted at 2:10 PM \| Permalink \| Comments
	Customer Service Carnivale: The 2008 New Year Edition Maria Palma January 7, 2008 Thanks for joining us here for the Customer Service Carnivale - the first edition for 2008! What better way to start off your Monday with some good customer service readings... Charles H. Green presents Customer Loyalty Meets Rate Tarts... Continue Reading Posted at 6:07 AM \| Permalink \| Comments
Jan 4	Dance Your Way to Productivity and More Sales Maria Palma January 4, 2008 As I've probably mentioned before, one of my favorite day time shows to watch is Ellen Degeneres. I make sure not to miss the beginning of the show because 1) I love her monologues and 2) I love to dance.... Continue Reading Posted at 1:49 PM \| Permalink \| Comments
	2008: The Year That Retailers Focused on Customers Maria Palma January 4, 2008 Wouldn't that be a great headline to read at the end of this year? Well, if business people take the advice offered in this article over at CNNMoney.com, then perhaps they'll make liars out of those "analysts" who say that... Continue Reading Posted at 6:10 AM \| Permalink \| Comments
Jan 3	Celebrity Apprentice: It's Not About the Product Maria Palma January 3, 2008 If there's one reality show I think business people should watch, it's Donald Trump's "The Apprentice". The first couple years the show aired, I was addicted to it. Granted, I could do without all the big egos and drama (I'm... Continue Reading Posted at 10:48 PM \| Permalink \| Comments
	Creating an Authentic Customer Experience Maria Palma January 3, 2008 One of my favorite places to hang out in San Diego is the downtown area. During a recent shopping excursion I walked by Masala, a fairly new restaurant on 5th Avenue. I wasn't particularly hungry, but a craving for a... Continue Reading Posted at 7:14 PM \| Permalink \| Comments
	A Business Lesson Learned From Conan O' Brien Maria Palma January 3, 2008 Although the Writers Guild is still on strike, Jay Leno and Conan O' Brien returned to their posts as late night talk show hosts last night. It was so nice to be able to watch something fresh and new -... Continue Reading Posted at 2:29 PM \| Permalink \| Comments
Jan 2	Is Your Customer Service Compelling? Maria Palma January 2, 2008 At the beginning of every year many of us go into reflection mode and think about what happened the past year - the goals we achieved, the places we've been, how business improved...or not. During this time of reflection, did... Continue Reading Posted at 9:05 PM \| Permalink \| Comments
	Good Customer Service Starts Within Maria Palma January 2, 2008 In my studies of psychology and spirituality I've come to realize that in order for someone or some aspect of our society to change, it has to start with each individual. Currently I'm reading a book titled High Way From... Continue Reading Posted at 1:27 PM \| Permalink \| Comments

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