Interviews

Empathy for Customers Now Leads to Loyalty in Post Corona Economy

In response to the ongoing crisis brought on by the Covid-19 pandemic, many technology vendors small and midsize businesses depend for growing their businesses in good times are providing them with additional support in what may be the toughest time ever.  One of those vendors is Adobe, who recently announced a set of initiatives to …

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Don’t Wait to Submit Your Application for the Paycheck Protection Program

The early days of applying for the the Paycheck Protection Program (PPP) proved tough. Millions of small businesses tried. They struggled to take advantage of the opportunity to get the funding they need. Small businesses need this funding to ride out the economic shutdown due to the coronavirus pandemic.  But consider the good news too. …

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Future of Learning, Working From Home is a Video Collaboration Platform

Video Collaboration Platform The Covid-19 pandemic forces the vast majority of America to shelter in place at home. So video conferencing platforms like Zoom, Skype and Webex enjoy exponential growth in those using their services. And recently my friend Jeff Brathwaite asked me to help him test out masheme.io. His employer George Washington University uses …

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Business After The Coronavirus Pandemic Will Be Different – Here’s How

Last year I had a great conversation on what digital transformation means for small businesses with Joe Galvin, chief research officer for Vistage, a peer mentoring membership organization for CEOs, business owners and executives of small- to mid-size businesses with more than 22,000 members in 20 countries. Vistage recently published a report based on a …

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Coronavirus Outbreak Response Shows Courage, Leadership, Creativity

By now most of us have begin feeling the impact of the novel coronavirus pandemic – either directly or indirectly.  Almost every sporting league is shut down.  School systems and universities are closing as well, opting for online classes instead.  And many of the conferences I was planning on attending over the next several months …

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Proud to be an Amazonian Working in the Fulfillment Center

One of the most interesting things I’ve read this year came from customer service and customer experience pioneer Frank Eliason.  If you’ve heard that name before you probably know it for being one of the first customer service leaders to integrate social media in with traditional support processes during his time at Comcast.  For example, …

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Amazon pricing issues are revisited in this episode of Watching Amazon

Last week at a House Judiciary antitrust subcommittee hearing on competition in the digital economy, Amazon pricing issues were again raised. You may have missed it because of that other hearing going on in Washington right now. During his testimony at the hearing, David Barnett, CEO of phone accessory maker PopSockets, accused Amazon of “bullying …

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