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Tim Natividad will take over the TelevisaUnivision role beginning June 9Read More

Small and midsized businesses often lack dedicated budgeting infrastructure for advertising.Read More

Slim Jim becomes the center ring sponsor for WWE’s Monday Night RAW on Netflix.Read More

Long retired on May 30 after almost 29 years on the anchor desk.Read More

Lunn said the claims were never verified or checked, and that KTAL has still not corrected the story.Read More

The unexpected happens.

Systems fail, humans are unpredictable, interfaces aren’t perfect…

The customer service professional demonstrates their strategic insight when they plan for eventual failure instead of denying it’s possible.

The first step, of course, is to design things with resilience and care so they don’t break.

Then what?

One option is to save the day at all costs. This is a large reason that healthcare in rich countries is so expensive. Doctors and healthcare workers work hard so they never have to say, “I’m sorry, we can’t help, you’re going to die.” As a result, the response of the system is to expend every possible resource in the shortest period of time, at the last minute.

The second option is to triage. In this scenario, an organization quickly escalates an unexpected failure to a trained person or team that has the tools, authority and expertise to do something about it. It won’t always work, but it might help 80% of the time. This is what happens when the manager intercedes and changes a policy on the spot.

The third option is to simply accept the breakage, and perhaps, to torture the user by not acknowledging that you already decided to do this. This is what happens if you try to fix a glitch at AT&T or get actual customer service from a big tech company. They don’t have customer service professionals standing by, instead, they have cut costs and given their front-line team very little training, support or authority.

Each choice has costs and benefits, and the useful approach is to enumerate them.

All costs: It’s morally satisfying, professionally thrilling and incredibly expensive.

Triage: It’s economically efficient and requires you trust your team and that you acknowledge, with grace, when it’s simply not going to work.

Acceptance: It’s the most stable internally, and the most costly to your customers and their experience. It is cheaper in the short run and more expensive over time. And one way to minimize the carnage is to be clear to customers that this is what you’ve chosen to do.

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The marketer brings over two decades of experience in consumer packaged goods, fashion, and retail to the position.Read More

In the theatre, the play is written before casting begins. This gives the playwright freedom and responsibility, and it puts the text first.

Writing for a sitcom is different. The 50th episode of Seinfeld was a lot easier to write because the cast and the tropes were already set. Easier, but also more difficult to find a breakthrough.

In our organizations and communities, we’re often asked for a strategic plan, which is a sort of script. The question that might be worth asking is: How many new characters are we planning to cast?

Where do we go on vacation? How should our company put AI to work? What’s the best way to increase donations?

If the strategy is required to use every asset and individual we already have, our freedom to innovate is limited. Perhaps we should be clear about who’s doing the casting before we begin writing the script.

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What’s the attainable, practical and generous thing you haven’t done yet?

What will it take for it to become a priority?

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He started working for 22News in 2023.Read More