Michael Maoz

The last time I saw fear written so clearly in the eyes of business managers was 1991. The computer company where I worked had made the decision two years earlier to cut research and instead pushed the development efforts that had reached maturity into production. We had performed well for those next two years, but [...]

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My brilliant colleague, Ed Thompson, was reviewing a piece of research I am about to publish, and he reminded me of some facts about the nature of the client calls we took in 2008: One in nine calls was a discussion on strategic direction in improving the overall process of interacting effectively with customers. The [...]

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I was visiting a client down in Florida two weeks ago, enjoying the warmth and humidity as much as I was enjoying the amazing cost saving story I was hearing. The story is fairly simple: in the Cable industry, upwards of 20% of all service appointments are cancelled or not completed as planned. If you [...]

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It’s official: The Girl from Ipanema has more time for walking, because she will not spend time on hold in your call center. Brazil may be famous for a lot of things, from Bossa Nova to hybrid cars, but most people would not know about their innovations in Customer Service. That will likely change now [...]

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Though the facts around the attacks in Mumbai, India are only beginning to be uncovered, it is already known the those who planned, carried out and managed the attacks took full advantage of the latest advances in IT. Newspaper reports are now detailing the use of global positioning systems to guide the attackers across the [...]

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Some of my time is spent interacting with the websites of our clients. If we are to have a customer-centric web strategy, most of us are going to have to work a bit harder. Take a look at your own site. Look for a piece of critical information that you think a client or prospect should be [...]

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What woke me up? I am still on an airplane returning from Tel Aviv, and I’ve reset my laptop date and time to US Eastern Seaboard. It is 3:06 AM in a dark cabin, except for the lambent glow of the screen. I had been asleep, but the odd fitful sleep of one shifting again [...]

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