Customer Detention

Many of us have had to wade through circuituous interactive voice response (IVR) systems, or struggle through clunky call agent scripts to deal with a customer service issue. Few people, however, have experienced the epic service battle that AOL VP Ryan Block experienced. After 9 years with Comcast, Ryan chose a new provider, and called…

(Anti-)Social Media

This week, I took a course centering around Social Media and the risks SM poses to an organization’s security posture. It’s been very interesting to see how SM has changed the way we communicate, from building new connections, sharing content and reporting the news. Events around the world have utilized Social Media, and even been…

Think Bigger.

There’s a book that’s a staple in many self-improvement libraries called “The Magic of Thinking Big” by David Schwartz. The text on the front of the book says, “Acquire the secrets of success… Achieve everything you’ve ever wanted: Personal Property * Financial Security * The Ideal Job, Satisfying Relationships * A Rewarding and Enjoyable Life.”…