Category Archives: Best Practices

26/01/2011 Posted in Best Practices, happy customers 1 Comment

Responding to Nightmare Customers

By Ben Kepes
A recent NPR article about a good Samaritan taking his mugger out to dinner got us thinking about angry customers. Yeah, the correlation might not be immediate, but check this out. Julio Diaz, a social worker, was recently mugged in the Bronx. After being robbed, Diaz offered his assailant, a teen
12/01/2011 Posted in Best Practices, Business 2 Comments

Critique Your Support Team (Without Pissing Them Off)

By Ben Kepes
Managing poor employee performance is a fraught area. As an employer, the least desirable part of my role is when it comes to disciplining staff members whose performance really hasn’t come up to standard. It’s a situation that causes anguish, anger, and negativity in the workplace. But all of t
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12/01/2011 Posted in Best Practices, Business Leave a comment

Critique Your Support Team (Without Pissing Them Off)

By Ben Kepes
Managing poor employee performance is a fraught area. As an employer, the least desirable part of my role is when it comes to disciplining staff members whose performance really hasn’t come up to standard. It’s a situation that causes anguish, anger, and negativity in the workplace. But all of t
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10/12/2010 Posted in airline industry, Best Practices Leave a comment

Spoiler Alert: TSA Fails in Customer Service

By Ben Kepes
For anyone who has spent the last few weeks living under a rock and not reading or watching the news, it may come as a surprise to hear that the TSA has caused something of a controversy with its introduction of new machines, so-called backscatter units, that give the operator a full and intimate vi
03/12/2010 Posted in Best Practices Leave a comment

Paul Carr Lives up to His Curmudgeonly Accent

By Ben Kepes
There’s just something about Brits. Even when they’re being upbeat they sound like grumpy old farts. Paul Carr, former journalist and now TechCrunch staffer is no exception – he gets away with being grumpy because his writing is…. awesome. As a journalist there are people who’s writing, fo
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22/11/2010 Posted in Best Practices, Business 4 Comments

Social Media? Yes. Social Media Gurus? Hell no.

By Ben Kepes
Recently, I’ve been reading a lot of posts discussing training employees to handle the social media role within an organization. The theory goes that if someone is going to be the “face” of a business, they need to be carefully instructed how to actually portray that business, articulat
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22/10/2010 Posted in Best Practices, customer service management, leadership Leave a comment

Why ‘Following the Leader’ Is More Than Just a Hokey Expression

By Ben Kepes
I believe leadership from the front is the right approach.For instance, the Israeli Army has, since its inception, adopted the theory of Ahrayot. Loosely translated, this refers to the fact that Israeli commanders lead from the front, set an example, push themselves at least as hard as they push the
24/09/2010 Posted in airline industry, Best Practices, CEO Leave a comment

New Zealand Air’s CEO Dons Full-Body Paint for the Team

By Ben Kepes
We’ve talked at length here about empowering employees, having bottom-up innovation, and ensuring that customers are met with surprise and delight at every opportunity. Today, we want to reflect a little on the role of the CEO in leading the organization’s culture.Harvard Business Review recentl
15/09/2010 Posted in Best Practices Leave a comment

WaveAdept on Loving Customers in the Cloud

By Ben Kepes
Lessons learned from other companies are often universal – it’s the ultimate example of learning from your peers. This week, we look at what lessons can be learned from WaveAdept, a small company that helps organizations get the best out of the cloud computing promise, by helping customers get
06/09/2010 Posted in Best Practices, learning Leave a comment

Training Employees to Learn

By Ben Kepes
Zengage is all about customer experience – bringing you help and advice to ensure that your organization’s customers have the best possible experience they can. We often drawn the strong connection between happy, empowered employees and good customer service. Along those lines, it is important t
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The Author

Ben Kepes is an analyst, an entrepreneur, a commentator and a business adviser. His business interests include a diverse range of industries from manufacturing to property to technology. As a technology commentator he has a broad presence both in the traditional media and extensively online. Ben covers the convergance of technology, mobile, ubiquity and agility, all enabled by the Cloud. His areas of interest extend to enterprise software, software integration, financial/accounting software, platforms and infrastructure as well as articulating technology simply for everyday users. More on Ben

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