Recent Articles From EvanCarmichael.com http://www.evancarmichael.com/ http://www.evancarmichael.com/Management/1054/Everyone-Has-ProblemsDo-You-Have-Problem-Solvers.html http://www.evancarmichael.com/Management/1054/Everyone-Has-ProblemsDo-You-Have-Problem-Solvers.html The author examines the value of recruiting, hiring and training front line employees who are equipped to think on their feet and respond to situations in order to mitigate the inevitable occurence of customer progblems. If you have the right people in the right positions, empowering them to act and act decisively is a key to customer engagement and loyalty. http://www.evancarmichael.com/Management/1054/The-Bygone-Era-of-If-You-Build-It-They-Will-Come.html http://www.evancarmichael.com/Management/1054/The-Bygone-Era-of-If-You-Build-It-They-Will-Come.html The author discusses how companies in industries that have traditionally relied on being the only game in town (sports) or the "newest, nicest, biggest, best" (high end golf) have had to invest in a renewed focus on service and "customer experience" in order to differentiate themselves from the competition. http://www.evancarmichael.com/Management/1054/Do-High-Tech-and-Hospitality-Belong-in-the-Same-Sentence.html http://www.evancarmichael.com/Management/1054/Do-High-Tech-and-Hospitality-Belong-in-the-Same-Sentence.html The author discusses how the dispensation of true hospitality is compromised by an over-reliance on technology. http://www.evancarmichael.com/Management/1054/You-Call-it-Sales-I-Call-it-Service--Lets-Call-the-Whole-Thing-Off.html http://www.evancarmichael.com/Management/1054/You-Call-it-Sales-I-Call-it-Service--Lets-Call-the-Whole-Thing-Off.html The author dispells the notion that sales and service are separate functions, making the case that good service is all about growing the customer-company relationship by recognizing needs and meeting them. And in most instances, "growing" is a euphemism for "spending more," so selling really does become a service to the customer. http://www.evancarmichael.com/Management/1054/Consistency--the-Key-to-Success.html http://www.evancarmichael.com/Management/1054/Consistency--the-Key-to-Success.html Author Rob Rush discusses how sometimes the consistent delivery of customer service or customer experience trumps the ability to deliver a "Wow." Before you can occasionally launch the long-ball with some regularity, you need to become a consistent singles hitter first. http://www.evancarmichael.com/Management/1054/Put-Your-Money-Where-Your-Metrics-Are.html http://www.evancarmichael.com/Management/1054/Put-Your-Money-Where-Your-Metrics-Are.html The author discusses how to Link Customer Experience to Employee Evaluation, Rewards & Recognition Within A Culture of Accountability. http://www.evancarmichael.com/Management/1054/The-Power-of-RealTime-Electronic-Customer-Feedback.html http://www.evancarmichael.com/Management/1054/The-Power-of-RealTime-Electronic-Customer-Feedback.html The author discusses the many and varied benefits of creating a real-time feedback loop between yourself and your customers, both for immediate operational issues and long-term strategy. http://www.evancarmichael.com/Management/1054/Experience-Innovation--The-Next-Generation.html http://www.evancarmichael.com/Management/1054/Experience-Innovation--The-Next-Generation.html Rob Rush discusses the power of innnovation and how to be sure that you're innovations are providing real value to your brand and your customers. Don't innovate...for innovation's sake! http://www.evancarmichael.com/Management/1054/Brand-Management--Grateful-Dead-Style.html http://www.evancarmichael.com/Management/1054/Brand-Management--Grateful-Dead-Style.html This article makes the slightly whimsical argument for the Grateful Dead as the exemplar of brand management in the music industry and beyond. http://www.evancarmichael.com/Management/1054/Operationalizing-the-Brand--Aligning-Promise-with-Reality.html http://www.evancarmichael.com/Management/1054/Operationalizing-the-Brand--Aligning-Promise-with-Reality.html This articles discusses the importance of aligning your organization around the delivery of the desired brand experience, i.e., operationalizing the brand promise made publicly.