Featured Posts

Apple Store Employees Create a Raving FanApple Store Employees Create a Raving Fan It is not about being a Mac person or a Windows person. I know there are many personal preferences to that debate, but our decisions are based a lot on our history. This...

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An Apology Can Overcome the Most Difficult MistakesAn Apology Can Overcome the Most Difficult Mistakes Last week while I was in Chicago I received a call from my wife regarding an explanation of benefits (EOB) insurance form she received in the mail.  This is not something...

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Is Social Media A Fundamental Shift for Customer Service?Is Social Media A Fundamental Shift for Customer Service? As I am sitting here preparing for my keynote at the Call Center Summit in Orlando I keep thinking about this question.  I have seen a fascination with social media uses...

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When Life Gives You Lemons, Just Make Lemonade!When Life Gives You Lemons, Just Make Lemonade! "There is a lesson to be learned from the Lemonade Girl with the pretty blue eyes and hair that once curled.  You see, Alex lived by the words from which her foundation...

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Attention C-Suite: The Times They Are A-Changin'Attention C-Suite: The Times They Are A-Changin' The C-Suite needs to hear some words from Bob Dylan: Come gather 'round people Wherever you roam And admit that the waters Around you have grown And accept it that...

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Time to be Frank Rss

Policy

This blog is about having conversations regarding topics of interest to me.  Although I work for Comcast, the views expressed here are my own and not associated with Comcast.  I will sometimes drift into work topics, but usually I will be more general than that.  I expect to discuss what is going on in my life and my interests.  I will also discuss social media, specifically items related to corporate engagement and the changing world of Customer Service.  This is what I am passionate about and I hope that you will see this passion

Comment Policy

At this time I do not have moderation set for comments, but if comments are off topic they may be removed.  Spam will be removed and IP’s will be blocked.  I would also ask anyone seeking assistance with Comcast to please write to my team at We_Can_Help@cable.comcast.com.  I appreciate the understanding!