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Quality Assurance? Call me crazy

With some companies, recording customer phone calls is common practice. Under the guise of “quality improvement,” or Quality Assurance, you can expect a utility or an insurance company to offer you the fair and familiar warning. “This call might be monitored or recorded for quality assurance purposes ….” Something like that. I’m never really sure. All they said was it “might” be recorded. I must s...
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Trending: Supply chains shift from efficiency to responsiveness

Earnings grow from enriched customer engagement Demand for increased responsiveness is one trend we didn’t mention in the Bastard’s previous post, 21 Tipping Points (or Tripping Points). But for the supply chain the trend is real and the need for information is real-time. It’s a signal to lean from being simply efficient, to becoming wholly responsive to customers. In that post, I cautioned that i...
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From compliance to machinist mantras, four takeaways

Quips of recent posts save you time; enlarge your head Want to feel industrious? Here’s fresh insight for your business. Summaries of our last four posts optimized for faster reading. You decide if you need more. There’s a link after each one that will take you to the original story. 1. EPA gives way to EMS Born in the wake of elevated concern about environmental pollution, the EPA was established...
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3 Trends support funding email marketing

Plus 8 strategic advantages  Business-to-business marketers continue to shift resources from traditional sales and marketing tactics to online. With websites improving (and social media still out with jury) industry loves the ROI of email marketing. It’s a cost-effective way to stay in touch with customers and cultivate new leads. Here are three factors that are trending, and later I describe eigh...
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Four takeaways you can’t beat.

Snapshots from our best posts in recent months. Knowledge and know-how helps us navigate a complex world. But information is useless if we don’t have time to consume it. Here’s the solution. Each quarter you’ll find a summarization post (like this one) that features three or four of the best Bastard posts of the last period. Short, to the point, and with a new takeaway. Now you’re feeling industri...
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How a word like “metalwork” could spell online success

2 big ways to enhance Google-search “pretreatment” How well is your website working for you? If you’re not getting consistently good search engine rankings, your audience is not finding you when they need you most. It would be well worth your time to take a hard look at your entire online strategy. Start with a view from 10,000 feet. What if the addition of a few key words at the top level increas...
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