Archive for November 2012

with Professor Pocock

3rd in a series about customer service . . . Topic: Service recovery Dropped the ball?  Here are six steps to redemption. Even organizations that have exceptional customer experience programs in place will drop the ball on occasion. Sometimes it may not even be their fault. Still, they must accept responsibility for a failed experience created…

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The SCN Encourager – Friday, November 30, 2012

Like a moth drawn to the porch light . . . That’s me. A moth. Whenever there’s pending legislative activity and big changes are on the horizon – I’m always drawn to the bright sparks of controversy. And this is probably true for most school communicators. Although the various proposals and initiatives impacting education that…

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The SCN Encourager – Thursday, November 29, 2012

The lesson right under my nose (well, not literally…) Only a knucklehead like me would read article after article about “good writing” while totally overlooking the actual process of good writing modeled by our SCN feature writer Kym Reinstadler. Here’s what I mean. I know Kym is good with words and storytelling. I got that…

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The SCN Encourager – Tuesday, Nov. 27, 2012

The Big Listening Flipperoo Different generations hear things differently and this impacts how they make decisions according to Michael Drew and Roy Williams in their marketing book Pendulum. Consider this example that highlighted the expensive marketing efforts of an alternative rock radio station in Canada. For several months, the station spent heavily to promote itself…

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with Mark de Roo

Communicating a mile wide and an inch deep OK, call me “Mr. Efficient.”  Yeah, I like to multi-task or at least try to kill two birds with one stone.  I usually do that early on Sunday mornings when I try to build the mind while trimming the bod.  On the physical side, I run three…

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