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Category Archives: Customer service
The Soda Can Tab Technique

November 15, 2014

By Laurie Clarke, Chief Operating Officer I travel a lot and have bumped up against most traveling woes.  But really, who can complain about two to fifteen hours of quiet, uninterrupted ‘me’ time?  And as someone who has a deep understanding and appreciation for systems and the challenges that some work environments can present, I […]

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The Fly in the Bottle

March 26, 2012

By Tom Myrick, Financial Protection Services Expert Tom Myrick led a bank-owned insurance business to over $1billion in revenue.  He applied his experience as a process owner, product manager, and consumer products marketer.  Most of all, he instilled in a discipline of listening to the customer.   “What is my aim in philosophy? To show […]

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The Death of Customer Service

September 1, 2010

By Laurie Clarke, Chief Operating Officer at The Tatham Group Customer service is dead and there is no better killer than the airline industry. No seriously, have you tried flying somewhere lately? A year ago I had few complaints about my air travel experience. As I look back I realize that my minor grievances were […]

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Relinquish Control For A Better Experience

January 4, 2010

Nowadays people are used to receiving what they want, when and how they want it.  Our society is borderline obsessed with maintaining control over all aspects of our lives and, in particular, our experiences.  Normally I am all for the customer getting exactly what they are looking for.  But what if the customer doesn’t really […]

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Finding Elegance in a Handful of Nails

November 2, 2009

By Michael B Tatham, President of The Tatham Group I started working in the company at what I thought was the lowest level – producing training materials and processing customer orders. What I learned in this role were the key components to business success: There is no role more important than the one that services […]

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What Do Customers Know?

June 21, 2009

By Doug Powell, Senior Vice President, Wachovia The Customer: Part II of III What’s your favorite product? What’s your least favorite product? Why? We’re all customers and we all like to think that we know something about something, right? In Part I: “Knowing your Limits,” I noted how important it is to talk to the […]

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Knowing Your Limits…What Do We Really Know?

February 19, 2009

By Doug Powell, Senior Vice President, Wachovia The Customer: Part I of III I enjoy working on my house.  This is a good thing because the person I bought it from (also the person who had it built and, I think, had a direct hand in many of the ‘finishing’ touches) only did about a […]

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Listen. You’re Not Hearing Me.

February 5, 2009

  By Michael Tatham Jr., President, The Tatham Group       Good morning. So and so speaking, how can I help you? I have a problem with my wireless service. Insert any problem. Can I have your account information? Give account details. Now, what was the problem you are having? Restate problem. I’m sorry […]

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What’s your ripple effect?

January 13, 2009

They say if a butterfly flutters its wings in Brazil, it creates a breeze, then a wind, eventually fuelling a storm on the other side of the world. Commonly known as “The Butterfly Effect”, it suggests that everything is connected to everything; where even the smallest change can have enormous consequences. “Anyone who runs a […]

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The Process of Responsible Gastronomy

January 12, 2009

By Laura Malin, Executive Chef, The Tatham Group As the executive chef for The Tatham Group, my approach to social and environmental responsibility is to trust in and respect one very special process: the process of nature. I’ve done this by believing in the following principles: consider the environment first, respect the seasons, support local […]

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