Last month I had the misfortune of having a credit card hijacked for fraudulent online purchases. Citibank was wonderful, detecting the activity and stopping it immediately. I had direct billing from several places going to that account, and I quickly set about switching those to a different card using online self-service. All went well for [...]
Archive for April, 2008
Coremetrics improves the Customer Experience by differentiating Visit vs. Visitor
April 23, 2008I’ve been blessed with some amazing managers over the years. The first was Judy Walden during my days as a support tech at JCPenney, who pushed me to think outside the box and be creative in attacking problems. Another was Joe Davis, who was my boss at Clarify during the dark days after the Nortel [...]
Best Practices for Talent Managment in India: Report Live 5/5
April 21, 2008I’m thrilled to report that the long-awaited whitepaper, “Talent Managment in Emerging Markets: Best Practices for Attracting, Developing and Retaining Talent in India,” is now complete, and a press release dropped today announcing it.
A committee of SSPA members, many based in India, have been working on this project for nearly a year, including participants from [...]
Understanding Cultural Differences in Customer Ratings
April 10, 2008Sorry I have been neglectful of my blog for the last week; I have been headsdown working on a report detailing the best practices for attracting, developing and retaining talent in India. The SSPA has a committee of members who have been working on this project for the last year, surveying and interviewing hiring managers [...]
