Michael Maoz

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Archives for October, 2009


Restoring a culture of dignity in the workplace.

by Michael Maoz  |  October 28, 2009  |  2 Comments

Yesterday I had the honor and pleasure of interviewing a surpassingly fine USAF lieutenant. Though I can’t say much about the conversation itself, I do wish I could capture the dignity and devotion to her mission that poured through her words and gestures. She was surprised to hear I was once in the military, but [...]

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Category: CRM Innovation and Customer Experience     Tags:

Behind the Scenes at Gartner

by Michael Maoz  |  October 14, 2009  |  Comments Off

Disclaimer: The following will not escape the impression of self serving. Cynics should move on, but, you know, fools rush in…. For the past six days I have been locked in an ever-more-involving review of my research by my peers.  This is a piece of work that involved an assessment of software. My position was [...]

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Category: Uncategorized     Tags:

The Spotless Mind of the Enterprise.

by Michael Maoz  |  October 11, 2009  |  Comments Off

I often am asked if I really experience the customer service stories that I talk about during conferences. I answer the question with a question: “Haven’t you got a story that is equally improbable but true about a service experience?” That usually wins me another great anecdote to tell at another time. My most recent [...]

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Category: CRM Customer Centric Web Innovation and Customer Experience Social CRM     Tags:

Chatty and Catty and other Effete Tweet Bleats

by Michael Maoz  |  October 9, 2009  |  Comments Off

I am still on the fence about Twittering. I’m even becoming more reluctant to post a blog. First off: for every point of view I might proffer, there may be a logical counter-point. Yet, there is something much darker out there in the blabbersphere: a bit of the passive aggressive. The little voice, half informed, [...]

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Category: Uncategorized     Tags: