These days of summer rest have led me with my family to London to remember the years we lived there more than a decade ago. The children are no longer that young and one of my them had the enormous illusion of visiting the store of a clothing brand («streetwear» as he calls it) that […]
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Miguel Angel Carrasco
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(Versión en español en http://www.aeerc.com/noticias_detalle.cfm?id_noticia=2482) People say that everyone is responsible for how he takes the good and bad things that life puts in his way and, although totally true, sometimes it is difficult to control our minds’ reaction to some «black swans» that appear as an uncontrollable Armageddon that turns our expectations and forecasts upside down. […]
Today I want to make a claim that may seem countercultural or extemporaneous in the midst of all modernizing and futuristic opinions about Customer Service and its future. In a world that is moving towards digitalization and less and less direct relationships, I like to stand up for personal and “human” care. And going even […]
Hoy quiero hacer una reivindicación que quizá pueda parecer contracultural o extemporánea en medio de todas las opiniones modernizantes y futuristas acerca de la Atención al Cliente y su futuro. En un mundo que camina hacia la digitalización y hacia unas relaciones cada vez menos directas y más virtuales quiero romper una lanza por la […]
Messaging is the new paradigma in customer care. Taking care and information where customers are instead of the other way around. BUt it´s a new channel that has to be designed and built carefully.
I would like to comment on a topic that is always on the table when talking about the new Customer Management model , but which is almost never implemented until its final consequences. I mean the struggling concept of «P&L» of the Area. The consideration of the function not only as a cost center but […]
About three or four years ago I bought an «ultrasonic» dust bin from Brabantia. It was one of these bins that open when you run your hand over :-). It was a whim. Even more so because Brabantia is not exactly a brand known for its low price. Well, a few months ago the opening […]
Many years ago (many more than I would like) there was a child’s character on spanish TV called Calimero (an unfortunate black chick with half a shell on his head) a bit depressing, who was always complaining about nobody wanting and understanding him . Well, this «Calimero self pity thought» is a «disease» that often […]
A few months ago the director of a call center site told me that he did not know why and what for the clients called so much (well, he did not say it to me that explicitly, but he let it be clearly understood in his conversation). He was the director of the site, managed […]
Estos días de descanso de verano me han llevado con la familia a Londres para rememorar los años que vivimos allí hace más de una década. Los niños ya no son tan niños y uno de mis hijos tenía la enorme ilusión de visitar la tienda de una marca de ropa (“streetwear” le llama él) […]
elrecogedor (Miguel Angel Carrasco) 