http://www.relcommunications.com REL Communications is a consortium of experienced Customer Service professionals, whose expertise is in Company transformations to a Customer Service Culture. How you do ...what you do is a roadmap to create loyal lifetime relationships based upon Service Excellence. en-us Thu, 31 Dec 2009 11:59:30 -0800 Thu, 31 Dec 2009 11:59:30 -0800 http://blogs.law.harvard.edu/tech/rss Burton Technology CMS 1.5 bob@relcommunications.com (Robert Livingston) bob@relcommunications.com (Robert Livingston) 2008 http://www.relcommunications.com/index.php?act=GetClip&aid=149 Begin the New year with a look back at 2009 and inquire of those you serve how well you are doing and what you can improve? Fri, 01 Jan 2010 09:07:00 -0800 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=149 http://www.relcommunications.com/index.php?act=GetClip&aid=148 The Salt and Pepper Group published their 2009 service survey results...No Surprise... Service Stinks Thu, 31 Dec 2009 08:12:21 -0800 bob@relcommunications.com ( Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=148 http://www.relcommunications.com/index.php?act=GetClip&aid=147 While most all competing airlines fell over each other with charging for checked baggage Southwest stood alone and it paid off. Wed, 30 Dec 2009 12:44:04 -0800 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=147 http://www.relcommunications.com/index.php?act=GetClip&aid=146 The Customer needs and listeninbg to them is what drives Jeff Bezos at Amazon. Wed, 30 Dec 2009 09:05:40 -0800 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=146 http://www.relcommunications.com/index.php?act=GetClip&aid=145 After traveling the entire month of November, my first hand conclusion is Customer Service, despite it compelling need, is not improving. Thu, 10 Dec 2009 14:04:59 -0800 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=145 http://www.relcommunications.com/index.php?act=GetClip&aid=144 "It's beginning to look alot like Christmas" and online retailers are ready to make the season jolly.. Sun, 01 Nov 2009 12:40:44 -0800 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=144 http://www.relcommunications.com/index.php?act=GetClip&aid=143 Being able to transact online is not enough. Customers need to connect live with a person. Thu, 29 Oct 2009 12:40:28 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=143 http://www.relcommunications.com/index.php?act=GetClip&aid=142 DirecTV shows lack of concern for an LA Fire victim Sun, 18 Oct 2009 08:45:51 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=142 http://www.relcommunications.com/index.php?act=GetClip&aid=141 This great drug retailer ranked number #1 for the Drug channel in Customer Satisfaction according to J.D. Power and Associates. Mon, 12 Oct 2009 19:24:20 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=141 http://www.relcommunications.com/index.php?act=GetClip&aid=140 Customer Satisfaction as reported by JDPower and Associates highlight great service companies and draw conclusions on public versus private perscription coverage. Sat, 10 Oct 2009 09:56:35 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=140 http://www.relcommunications.com/index.php?act=GetClip&aid=139 Storytelling is a powerful connector. It work severywhere everytime,if done well Mon, 05 Oct 2009 13:30:58 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=139 http://www.relcommunications.com/index.php?act=GetClip&aid=138 In the Food and Mass Merchadiser segement these best in class service companies post top J.D. Power satisfaction scores. Sun, 04 Oct 2009 11:36:15 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=138 http://www.relcommunications.com/index.php?act=GetClip&aid=137 Roger Penske tried to save Saturn and it looks like he failed. Thu, 01 Oct 2009 16:56:34 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=137 http://www.relcommunications.com/index.php?act=GetClip&aid=136 BusinessWeek recently published a listing of the top 100 Brands Globally and that article sparked other conversations about Trust and how the fall off of it impacted Brands' standings. Mon, 28 Sep 2009 13:19:14 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=136 http://www.relcommunications.com/index.php?act=GetClip&aid=135 Roger Penske awaits the closure of his deal to own the Saturn Brand. Mon, 21 Sep 2009 12:20:47 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=135 http://www.relcommunications.com/index.php?act=GetClip&aid=134 The horrific state of service in America is played out once more, by an unresponsive, unattentive retail clerk.... Mon, 21 Sep 2009 11:44:13 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=134 http://www.relcommunications.com/index.php?act=GetClip&aid=133 University of Michigan's ACSI survey ranks Google as the very best internet portal . Mon, 07 Sep 2009 17:22:19 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=133 http://www.relcommunications.com/index.php?act=GetClip&aid=132 Brought in to lead a transformation at Kraft Foods, Irene Rosenfeld reflects on her first 3 years as CEO. Fri, 28 Aug 2009 15:11:39 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=132 http://www.relcommunications.com/index.php?act=GetClip&aid=131 Successfully telling a story within the four walls of retailer is perhaps one the most significant contributors to the Customer Experience. Thu, 20 Aug 2009 17:24:13 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=131 http://www.relcommunications.com/index.php?act=GetClip&aid=130 Great article in Forbes about the necessary blend of People and Technology to really care about customers. Wed, 12 Aug 2009 14:36:43 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=130 http://www.relcommunications.com/index.php?act=GetClip&aid=129 Jet Blue listens to customers for feedback on their Loyalty Program. Mon, 10 Aug 2009 16:42:16 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=129 http://www.relcommunications.com/index.php?act=GetClip&aid=128 J.D.Power and Associates report in their annual guest satisfaction, that overall satisfaction is up over 2008. Wed, 05 Aug 2009 16:25:41 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=128 http://www.relcommunications.com/index.php?act=GetClip&aid=127 Brad Paisley's new CD "The American Saturday Night", is burning up the charts. His concerts have people coming out in droves all weekend long, every weekend. Tue, 04 Aug 2009 12:26:22 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=127 http://www.relcommunications.com/index.php?act=GetClip&aid=126 Customer Service is Back Tue, 28 Jul 2009 10:39:47 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=126 http://www.relcommunications.com/index.php?act=GetClip&aid=125 Lots of differing views on Nordstrom opening a Rack store in the heart of lower Manhattan Fri, 24 Jul 2009 16:43:44 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=125 http://www.relcommunications.com/index.php?act=GetClip&aid=124 David Ogilvy was arguably one of the most influential and creative advertising exectives who ever worked Madison Avenue. Thu, 23 Jul 2009 19:13:23 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=124 http://www.relcommunications.com/index.php?act=GetClip&aid=123 These two great service companies combining is perhaps one of the most exciting acquition stories in awhile. What's exciting is the"Why behind the Buy." Thu, 23 Jul 2009 09:33:52 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=123 http://www.relcommunications.com/index.php?act=GetClip&aid=122 Being the "best house on the worst block" as Best Buy CEO finds their company, isn't all that bad, if you accept that fact and capitalize on that positioning. Sat, 18 Jul 2009 07:57:01 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=122 http://www.relcommunications.com/index.php?act=GetClip&aid=121 Terrific profile of accenture in the mcGrw Hill Book How you do... What you do by BobLiingston Thu, 09 Jul 2009 22:36:03 -0700 Bob@relcommunications.com (bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=121 http://www.relcommunications.com/index.php?act=GetClip&aid=120 New Wharton research finds that 35% of shoppers have had an extraordinary--WOW--retail experience in the past six months. Isn't the state of service sad? Thu, 09 Jul 2009 17:30:36 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=120 http://www.relcommunications.com/index.php?act=GetClip&aid=119 Pete Blackshaw writes about "Satisfied Customers Tell Three Friends, Angry Customers tell 3,000." In this case it probably will exceed 300,000 or higher. Wed, 08 Jul 2009 15:28:29 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=119 http://www.relcommunications.com/index.php?act=GetClip&aid=118 There are solid examples of great company behavior changes towards customers as a result of this down economy. Tue, 07 Jul 2009 14:47:09 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=118 http://www.relcommunications.com/index.php?act=GetClip&aid=117 This economic recession has challenged the future of Luxury Brands. Are they doomed? Mon, 06 Jul 2009 10:24:34 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=117 http://www.relcommunications.com/index.php?act=GetClip&aid=116 Another proactive company who is defying the odds and expandoing during the economic downturn. Thu, 02 Jul 2009 08:29:11 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=116 http://www.relcommunications.com/index.php?act=GetClip&aid=115 Wise companies invested in their brands during these down times, rather than pulling back. Tue, 30 Jun 2009 14:04:00 -0700 Bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=115 http://www.relcommunications.com/index.php?act=GetClip&aid=114 This detailed New York Times account of the struggle at Four Seasons between culture and conflict in today's economic downturn. Tue, 30 Jun 2009 10:08:02 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=114 http://www.relcommunications.com/index.php?act=GetClip&aid=113 In a recession strategies need to change; adjustments must be continuous and drmatic , depending on current conditions as they unfold. Sun, 28 Jun 2009 17:28:22 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=113 http://www.relcommunications.com/index.php?act=GetClip&aid=112 The recession, it turns out, is good for Customer Service. Consumers believe they are getting better customer service then they used to from customer support centers. Fri, 19 Jun 2009 08:23:52 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=112 http://www.relcommunications.com/index.php?act=GetClip&aid=111 Financial services firms have sunk to their lowest ratests ever according to Forrester Research. Sat, 13 Jun 2009 10:24:40 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=111 http://www.relcommunications.com/index.php?act=GetClip&aid=110 Understanding and empathy will be remembered. Wed, 27 May 2009 15:12:19 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=110 http://www.relcommunications.com/index.php?act=GetClip&aid=109 University of Michigan's annual survey of customer satisfaction posts soft gains, tied perhaps to hints of economic recovery. Mon, 25 May 2009 09:15:58 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=109 http://www.relcommunications.com/index.php?act=GetClip&aid=108 Tom Libby, the head of the Society of Automotive Analysts, questions Saturn's Service Philosophy Sun, 24 May 2009 09:32:55 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=108 http://www.relcommunications.com/index.php?act=GetClip&aid=107 In the rapidly expanding world of Social Networking are we so so busy "friending, twittering and being linked in," that I wonder do we leave little time left for really connecting with those who matter? Sun, 26 Apr 2009 12:30:05 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=107 http://www.relcommunications.com/index.php?act=GetClip&aid=106 Why are Southwest Airlines People So Special? Their creativity fuels their imagination. Wed, 22 Apr 2009 19:02:32 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=106 http://www.relcommunications.com/index.php?act=GetClip&aid=105 Fair Pricing, Innovation, Service, Autheticity, Transparency, Honesty, Connectivity all combine to reinforce TRUST.... Fri, 03 Apr 2009 15:12:18 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=105 http://www.relcommunications.com/index.php?act=GetClip&aid=104 Great companies continue to recieve external validation for their Service Excellence Thu, 02 Apr 2009 11:40:28 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=104 http://www.relcommunications.com/index.php?act=GetClip&aid=103 After two months on Facebook and Twitter, I find both to be a marvelous information funnel that flows with "stuff" about us but... Sun, 29 Mar 2009 09:44:04 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=103 http://www.relcommunications.com/index.php?act=GetClip&aid=102 Cultures visibe through the behaviors of Everyone, Everywhere, Everytime is what defines Service Excellence. Thu, 26 Mar 2009 17:29:40 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=102 http://www.relcommunications.com/index.php?act=GetClip&aid=101 The Container Store continues its reign as a great Service Retailer Fri, 20 Mar 2009 11:44:31 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=101 http://www.relcommunications.com/index.php?act=GetClip&aid=100 Seasoned pros take a craftman like approach to their jobs at landmark LA restaurants. Thu, 19 Mar 2009 16:33:04 -0700 bob@relcommunications.com (Bob Livingston) http://www.relcommunications.com/news/rss.php?npid=0 http://www.relcommunications.com/index.php?act=GetClip&aid=100