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robert champagne

robert champagne

Onvector

United States

SM Metrics- Getting beyond followers, klout, and social butterflies!

Posted over 2 years ago, 0 comments
Of course, like many of you, Social Media (which for me includes my morning time with my Pulse reader scanning news and blogs that I monitor) has replaced the time I spend reading newspapers, magazines and “industry rags” (in fact it’s become much a more efficient medium saving me lots of time and energy).
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I’ve Got Your Number- The simple touches that are redefining “WOW”

Posted over 2 years ago, 0 comments
Of all the business functions discussed in the arena of performance improvement over the years, Customer Service has certainly gotten its fair share. But lately, with the rapidly growing range of new enabling technologies, and an accelerated adoption rate that shows these technologies are starting to take root, we are now seeing some of the best performance “breakout” stories since the legendary FedEx, Nordstrom, and Toyota (Lexus) case studies of the 90’s.
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Sure, I’ll jump right on that!!!

Posted over 2 years ago, 0 comments
I'll jump right on that!! Five simple words that can either convey the attitude of a person eager and motivated to get something done, or a sarcastic way of declining a request based on it being either an uninspiring or unrewarding experience (or perhaps both).
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2011- Year of the Squirrel

Posted almost 3 years ago, 0 comments
Squirrel moments happen all around us, and with greater frequency than we’d care to admit. As flawed human beings, it’s easy for us to get sidetracked from what we should be doing, by some urgent new distraction that seems terribly critical in the moment. Yet most of us eventually manage to refocus, once we become aware (through our own cognitive skills or because a friend or colleague points it out to us) of how badly the squirrel moment has driven us off-course. Typically it is the speed with which we are able to re-calibrate ourselves that ultimately determines the degree of damage, if any, that is caused by the distraction.
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Metrics that make you go…YAWN…

Posted almost 3 years ago, 0 comments
Without a thorough analysis and understanding of goals, objectives, and KPIs, any plan that is developed will simply be a formalized road map for throwing darts at a wall. Goals and objectives tell us the destination. KPIs give us continuous feedback as to whether or not we’re on course for our journey, or if deviations from plan are occurring.
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