Al Martine

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Bad Service because of Bad Systems: Frontier Communications for the Fail

February 10, 2014 By Al Martine

It’s a longer story that I care to share, but I needed to update the telephone account with Frontier Communications. I’ve “worked” with Frontier more than once and know enough to try to avoid it at all costs. But, today I had to dive in – if I wanted to ever see a bill from […]

Filed Under: Business Thinking Tagged With: Customer Experience Management

Customer Experience Management & Tech Comm

February 8, 2014 By Al Martine

I’ve been thinking about a Customer Experience Management (CXM) and Technical Communications lately. For those not in the know, CXM is a new fangled term for what companies should be doing already, which is ensuring that their customers have a great experience when dealing their company. Many people, me included, think it’s really a different […]

Filed Under: Business Thinking Tagged With: Customer Experience Management

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