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Brett LaDove
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- San Francisco
- United States
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- Blog Posts (17)
- Discussions (8)
- Events
- Groups (7)
- Videos (15)
Brett LaDove's Groups
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The Customer Experienc...
3 members
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Sups. & Ops.
1 member
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Analytics etc...
4 members
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Tech Lab
2 members
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Front Liners
1 member
Latest Activity
'Dealer Locator' is one of those terms that seems to mean different things to different people. In short, a dealer locator is a tool that helps customers learn where-to-buy your product, but there are a variety of tools and ways to support this fu...
I think it's interesting when people use one term to mean different things. 'Dealer Locator' is one of those terms. In short, a dealer locator is a tool that helps customers learn where-to-buy your product, but there are a variety of tools and way...
Could you imagine if, on any page of your website, people could write whatever they wanted for anyone else to see? Of course, a variety of social media vehicles already allows any individual to comment on anything they want, and share it with whom...
Could you imagine if, on any page of your website, people could write whatever they wanted for anyone else to see? Of course, a variety of social media vehicles already allows any individual to comment on anything they want, and share it with whom...
A good reminder as I read this on a Monday morning ;-)
This is a discussion group for topics specifically related to the SOCAP Northwest Region Chapter.
I’m often asked “What should our customer service group be measuring?” Of course, there are many things you could measure in the customer service arena, but I tend to think of metrics breaking down into two specific categories….those that measure ...
This is a discussion group for topics specifically related to the SOCAP Northwest Region Chapter.
Brett LaDove's Discussions
Customer Strategy
Started Nov. 21, 2008
Complaint Management
Started Nov. 21, 2008
Why Join and Participate in "The Customer Care Network"
Started May. 12, 2008
Brett LaDove / CRM & Customer Care Consulting
LaDove Associates Overview
Guide emerging, medium, and large businesses as they strive to improve their customer focus.
Provide the following services:
• Strategic Planning and SWOT
• Business Case/Roadmap Development
• Technology Architecture and Infrastructure Development
• Project and Program Management
• Marketing Operations/Process Design/Sales Effectiveness
• Customer Service Management (Call Center/Web)
• Call Center Outsourcing Selection/Mgmt.
• Software Selection Project Management
• Business Intelligence/Knowledge Management
• Customer Research
• Team Facilitation
Profile Information
- Company
- LaDove Associates
- Job Title:
- Principal/Sr. Consultant
- About Your Passion for Customers:
- My whole career has been driven by a passion for customers. I began my career in customer research and have been a pioneer leading customer initiatives ever since.
In the first phase of my career I spent nearly 14 years leading a Fortune 500 company through one customer focused initiative after another. I have a passion for the people, process, and technology aspects of building real customer value.
In the second phase of my career I built on my natural desire to innovate and build, and moved into a more entrepreneurial role, starting my own management consulting firm -- you guessed it, helping companies become more customer focused.
- Website:
- http://www.ladoveassociates.com
- Affiliation 1 (professional association etc.)
- SOCAP
- Affiliation 2
- Institute of Management Consultants (IMC), NorCal
- How did you hear about The Customer Care Network?
- I created it.
Brett LaDove's Blog
Dealer Locators.....Tools and Opportunities
'Dealer Locator' is one of those terms that seems to mean different things to different people. In short, a dealer locator is a tool that helps customers learn where-to-buy your product, but there are a variety of tools and ways to support this function. In the article below I explore some thoughts on this topic and broadly outline some different approaches. Anything to add?
Dealer locators generally fall into three categories:
1. Query-able databases provide a good way fo… Continue
Dealer locators generally fall into three categories:
1. Query-able databases provide a good way fo… Continue
Posted on October 26, 2009 at 2:30pm —
You're Not Running the Show Anymore
Could you imagine if, on any page of your website, people could write whatever they wanted for anyone else to see? Of course, a variety of social media vehicles already allows any individual to comment on anything they want, and share it with whomever they want; but generally, their audience has been confined to people in their own social network, or to someone searching on the topic.
With the newly introduced Google Si… Continue
With the newly introduced Google Si… Continue
Posted on September 29, 2009 at 2:50pm —
Key Metrics for Customer Service
I’m often asked “What should our customer service group be measuring?” Of course, there are many things you could measure in the customer service arena, but I tend to think of metrics breaking down into two specific categories….those that measure efficiency and those that measure effectiveness. Depending on wh… Continue Posted on September 10, 2009 at 11:21am —
Customer Satisfaction, Where to Start?
The famed English author, Lewis Carroll, of Alice's Adventures in Wonderland, once wrote "If you don't know where you are going, any road will take you there." This quote is as true in Wonderland as it is in business. In business, clear goals, and well defined metrics are keys to success… Continue Posted on August 14, 2009 at 2:30pm —
Maintaining Brand Loyalty During Tough Economic Times
Every economy has it's triumphs and failures; this economy is no exception. I've met with quite a few people representing a wide variety of industries over the past several months -- a few interesting themes have emerged. A handful of companies who have managed their businesses conservatively during the boom… Continue
Posted on April 15, 2009 at 6:00pm —
Comment Wall (8 comments)
- At 8:53am on March 23, 2009,
Matt Hawk said… - Thanks Brett! Will do
- At 12:59pm on March 13, 2009,
Nick Jiwa said… - Thanks Brett. Glad to be part of the CS network! Look forward to learning and contributing!
- At 12:10pm on November 25, 2008,
Martin Biegun said…
- Hi Brett,
Thanks for your welcome words. I join the group to learn more about customer service and also learn about how does this network works. I'm very interested in understanding more about network communities
Thanks!
- At 11:15am on October 10, 2008,
Don Lubach said… - Hi Brett,
I'm enjoying the network. You inspired me to use Ning as a giant, interactive handout for my series on Mature Work in Santa Barbara. I have 41 members now. It's a thrill as each new person joins. I have 80 in the class, I hope they're all on the site when we wrap up in November.
- At 9:16am on October 3, 2008,
Kate McCarron said… - Thank you. I look forward to participating in this network and will invite others to join.
- At 12:43pm on September 23, 2008,
Kelly Roy said… - Brett- very cool- thanks! More are coming, I was out of town on a much needed break, back now and ready for some more good stories!
- At 3:20pm on September 19, 2008,
Adam Oberweiser said… - Glad to hear your enjoying the coupons - I think our next SOCAP NW meeting is on Nov 13th - hope you can make it!
- At 8:33am on July 25, 2008,
Christie Rodriquez said… - Brett - Thanks for the invitation to post our NCCCA meeting to the Customer Care Network site. I hope that you will be able to join us in October!
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