Taking a Leap of Faith: Today’s Utility Rate Cases Require Action
August 20, 2010By Kit Hagen
In a recent article analyzing the rate case negotiations between Baltimore Gas & Electric and the Maryland Public Utilities Commission, I was quoted saying it was a good thing that both parties were taking a “leap of faith” to reach an agreement. Beyond the quote I wanted to add some context to this [...]
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M2M: An Alternate Personality for Telecoms
August 18, 2010By Dr. Alastair Hanlon
In a recent webinar conducted by the Yankee Group titled “How Can the Telecom Industry Start Growing Again?” Vice President and Senior Research Fellow Camille Mendler suggested that one way telecom companies could realize strategic benefit is by going insane, or more specifically, by developing multiple personalities. This was of course a [...]
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Customer Loyalty Rises or Falls at the Point of Every Purchase
August 16, 2010by Michelle Nowak
We’ve all heard stories about customers who leave because of a bad service experience, but what about those who are turned away at the time of purchase? It’s a fact. Bad experiences do occur when customers try to buy. The usual culprit: slow, poorly integrated order systems that frustrate and alienate the buyer. [...]
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The Future of Speech in the Land of Z
July 30, 2010by Mike Betzer
X… Y… and now “Z.” It may sound like the closing cadence of the alphabet, but it’s actually a reference to the successive generations of consumers that have challenged companies since the glory days of the “Baby Boomers.” First came Generation X (“Latch-key Kids”), then Generation Y (“Millennials”), and, according to a new [...]
