An organizational improvement guru and challenger of the status quo with 15+ years experience developing customer experience, employee experience, and organization development strategies that re-focus and align organizations around their people, their brand, and their customers.
I have developed a unique and effective framework that not only builds a brand-centric customer experience organization, but helps an organization deliver on its brand promise, and builds brand equity.
I have background in the telecommunications, airline, outsourcing / vendor management, call center design and development, and the not-for-profit industries, as well as a Master’s degree in Leadership and Organization Development, a BA in Humanities, and a Consultant Certification in Branded Customer Service.
2 responses so far ↓
Doni Brooks // August 20, 2009 at 6:13 am |
Hi Rich,
Wow, nice to see there is another maverick who shares my belief that the customer is always first no matter what the bottom line!
Fortunately in my 18 years of Call Center experience I was able to balance both the needs of the customer without sacrificing quality assistance, and the needs of the company for staying within guidelines. I have been blessed to receive many awards, for being an outstanding customer advocate.
Kudos for a brilliantly written piece that unfortunately will not garner the attention of those in the industry it should.
rich mclafferty // August 20, 2009 at 6:30 am |
Thanks Doni …I appreciate the comment although I hesitate to call myself a “maverick” due to previous use of the term by certain politicians!
With that said …I’m an eternal optimist that somebody might catch on one day and take my advice …one can dream!