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…
Read MoreThe 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…
Read MoreThe 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…
Read MoreThe SCN Encourager – Wednesday, November 28, 2012
“Stop Thief!” I grew up in a neighborhood where all of my friends and I typically wore blue jeans, tennis shoes, and white t-shirts – unless it was a school day or a Sunday and then different clothes (ie, cleaner, better) were hoisted upon us by our parents. Each one of us had a bike,…
Read MoreThe 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…
Read Morewith 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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