Comments on: How Systems Thwart Service http://www.chrisbrogan.com/how-systems-thwart-service/ Learn How Human Business Works - Beyond Social Media Fri, 10 Feb 2012 12:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: digital billboard http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-221446 digital billboard Wed, 04 Aug 2010 14:30:12 +0000 http://www.chrisbrogan.com/?p=4881#comment-221446 i have nerver fly ,so maybe it is interested to go aboard by plane i have nerver fly ,so maybe it is interested to go aboard by plane

]]> By: yuregininsesi http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-214977 yuregininsesi Tue, 06 Jul 2010 01:40:07 +0000 http://www.chrisbrogan.com/?p=4881#comment-214977 I fly a lot, and I can completely understand your mistake. Hey, I once forgot my layover was overnight in London... had to get an emergency hotel room. I'm also happy that Southwest reached out to you. I like flying on them, and if they hadn't reacted appropriately to this blog, I would be very sad. I fly a lot, and I can completely understand your mistake. Hey, I once forgot my layover was overnight in London… had to get an emergency hotel room. I'm also happy that Southwest reached out to you. I like flying on them, and if they hadn't reacted appropriately to this blog, I would be very sad.

]]> By: Clerks, Zack and Miri Creator Writes the Best Rant Ever | Maximum Customer Experience Blog http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-200696 Clerks, Zack and Miri Creator Writes the Best Rant Ever | Maximum Customer Experience Blog Fri, 26 Mar 2010 07:22:51 +0000 http://www.chrisbrogan.com/?p=4881#comment-200696 [...] of a couple of other recent airline rants that made me glad I’m dedicated to ground-travel: How Systems Thwart Service, a thoughtful post by by Chris Brogan, and Punishing Loyalty, a great as-it-happens rant by Andy [...] [...] of a couple of other recent airline rants that made me glad I’m dedicated to ground-travel: How Systems Thwart Service, a thoughtful post by by Chris Brogan, and Punishing Loyalty, a great as-it-happens rant by Andy [...]

]]> By: Use Awareness to Wow Your Customers | Deliver Bliss - a portal to remarkable customer experiences http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-198908 Use Awareness to Wow Your Customers | Deliver Bliss - a portal to remarkable customer experiences Tue, 09 Mar 2010 11:02:34 +0000 http://www.chrisbrogan.com/?p=4881#comment-198908 [...] Brogan wrote a post back in January titled, “How Systems Thwart Service.” In summary, he was issued a free voucher by Southwest, but he lost the accompanying paper [...] [...] Brogan wrote a post back in January titled, “How Systems Thwart Service.” In summary, he was issued a free voucher by Southwest, but he lost the accompanying paper [...]

]]> By: ziwuxun123 http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-198361 ziwuxun123 Fri, 05 Mar 2010 20:39:01 +0000 http://www.chrisbrogan.com/?p=4881#comment-198361 The fashion handbags are not for women only. Designer bags for the stylish men are available too. Almost all the fashion houses have come up with their own brand of men’s designer bags. These look towards keeping the style along with adding to the male factor. The bags generally come in the black and brown colors with the tough look on it. The fashion handbag industry has even exploited the region of laptop bags. There are laptop bags which are uniquely designed for ladies, some which have an extra newspaper folder in it. Designers have even come up with designer travel handbags to ensure<br>you stay in style always. <a href="http://site:handbagscute.com" rel="nofollow">site:handbagscute.com</a> The fashion handbags are not for women only. Designer bags for the stylish men are available too. Almost all the fashion houses have come up with their own brand of men’s designer bags. These look towards keeping the style along with adding to the male factor. The bags generally come in the black and brown colors with the tough look on it. The fashion handbag industry has even exploited the region of laptop bags. There are laptop bags which are uniquely designed for ladies, some which have an extra newspaper folder in it. Designers have even come up with designer travel handbags to ensure
you stay in style always. site:handbagscute.com

]]> By: ziwuxun123 http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-198362 ziwuxun123 Fri, 05 Mar 2010 20:38:38 +0000 http://www.chrisbrogan.com/?p=4881#comment-198362 If the county were to "lock up" resource zoning and take away ag protection, "you are saying residential development is the preferred land use." Carpenter said options two and three have no protection for oak forest or madrones, a concern raised by several speakers, some of whom were concerned about the impact of Sudden Oak <a href="http://Death.site:diyfootwear.com" rel="nofollow">Death.site:diyfootwear.com</a><br> Kelly Brown cited a letter to the CAC from Supervisor Mike Reilly refuting Carpenter's proposals. She said Director of Forestry Andrea Tuttle tells Reilly that without local land use protections, CDF has a hard time regulating <a href="http://conversions.site:diyfootwear.com" rel="nofollow">conversions.site:diyfootwear.com</a><br> René DeMonchy of Guerneville spoke for option three. "Water is the issue that shines through," he said, adding that throughout the county water tables are dropping in direct proportion to the amount of vineyards created. The issue is the public good versus the benefit of a few owners. If it is a property right to cut down a forest and plant vineyards - or broccoli - DeMonchy said he's against it,<br> because forests maintain ground <a href="http://water.site:diyfootwear.com" rel="nofollow">water.site:diyfootwear.com</a><br><br> He said he loves wine himself, and he believes that most people who don't like vineyard conversions are not against timber harvesting. "But if it destroys watersheds, it is a problem," said DeMonchy. Our prosperous times now are based on water, he went on, and it is not in our best interests to convert a lush damp forest to what Chris Poehlmann calls a biological <a href="http://desert.site:diyfootwear.com" rel="nofollow">desert.site:diyfootwear.com</a><br><br> A vineyard owner said he did the math and it will take hundreds of years to convert the forest at the current rate. He said development, not vineyards, causes wells to go dry. His vineyard has bugs, animals, and all kinds of diversity. He asked for the data on the biological desert idea. He was one of several speakers on both sides of the debate who cited land use in Europe. <a href="http://site:diyfootwear.com" rel="nofollow">site:diyfootwear.com</a> If the county were to “lock up” resource zoning and take away ag protection, “you are saying residential development is the preferred land use.” Carpenter said options two and three have no protection for oak forest or madrones, a concern raised by several speakers, some of whom were concerned about the impact of Sudden Oak Death.site:diyfootwear.com
Kelly Brown cited a letter to the CAC from Supervisor Mike Reilly refuting Carpenter's proposals. She said Director of Forestry Andrea Tuttle tells Reilly that without local land use protections, CDF has a hard time regulating conversions.site:diyfootwear.com
René DeMonchy of Guerneville spoke for option three. “Water is the issue that shines through,” he said, adding that throughout the county water tables are dropping in direct proportion to the amount of vineyards created. The issue is the public good versus the benefit of a few owners. If it is a property right to cut down a forest and plant vineyards – or broccoli – DeMonchy said he's against it,
because forests maintain ground water.site:diyfootwear.com

He said he loves wine himself, and he believes that most people who don't like vineyard conversions are not against timber harvesting. “But if it destroys watersheds, it is a problem,” said DeMonchy. Our prosperous times now are based on water, he went on, and it is not in our best interests to convert a lush damp forest to what Chris Poehlmann calls a biological desert.site:diyfootwear.com

A vineyard owner said he did the math and it will take hundreds of years to convert the forest at the current rate. He said development, not vineyards, causes wells to go dry. His vineyard has bugs, animals, and all kinds of diversity. He asked for the data on the biological desert idea. He was one of several speakers on both sides of the debate who cited land use in Europe. site:diyfootwear.com

]]> By: ziwuxun123 http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-198363 ziwuxun123 Fri, 05 Mar 2010 20:36:14 +0000 http://www.chrisbrogan.com/?p=4881#comment-198363 Timberland’s proven steady returns, low volatility and non-correlation with global stock prices make it an extremely attractive asset class - and one that should be leveraged as an inflation hedge during this time of uncertainty. For this year’s 6th Timberland Investment World Summit, IQPC has convened some of the most outstanding experts in the timberland space to lead discussions that accelerate understanding of this challenging, yet potentially lucrative investment. <a href="http://site:bootsness.com" rel="nofollow">site:bootsness.com</a><br> Senior executives from the entire timberlands value chain will be meeting to discuss critical themes including the changing global market, institutional timberland investment strategies and cashflow generation opportunities. Exciting innovations this year include the Pension & Endowment Fund Think Tank and an Interactive roundtable discussion on key international timberland markets. Offering a strictly off-line and off the record discussion, the exclusive hour-long Pension & Endowment Fund Think Tank is limited to participants from pension and endowment funds. Attendees are invited to bring a specific and current topic of interest or challenge to discuss with their peers, and can be related to portfolio optimization strategies, market timing, access strategies or risk management for timberland investments. <a href="http://site:bootsness.com" rel="nofollow">site:bootsness.com</a><br> The Global Investment Picture for Timberland interactive roundtable discussion serves as a forum for delegates to receive detailed information on the markets in which they are most interested. Key international timberland markets will include Argentina, Australia, Brazil, Canada, Chile, China, New Zealand, Nicaragua, Panama, Russia, South Africa and Uruguay. <a href="http://site:bootsness.com" rel="nofollow">site:bootsness.com</a> Timberland’s proven steady returns, low volatility and non-correlation with global stock prices make it an extremely attractive asset class – and one that should be leveraged as an inflation hedge during this time of uncertainty. For this year’s 6th Timberland Investment World Summit, IQPC has convened some of the most outstanding experts in the timberland space to lead discussions that accelerate understanding of this challenging, yet potentially lucrative investment. site:bootsness.com
Senior executives from the entire timberlands value chain will be meeting to discuss critical themes including the changing global market, institutional timberland investment strategies and cashflow generation opportunities. Exciting innovations this year include the Pension & Endowment Fund Think Tank and an Interactive roundtable discussion on key international timberland markets. Offering a strictly off-line and off the record discussion, the exclusive hour-long Pension & Endowment Fund Think Tank is limited to participants from pension and endowment funds. Attendees are invited to bring a specific and current topic of interest or challenge to discuss with their peers, and can be related to portfolio optimization strategies, market timing, access strategies or risk management for timberland investments. site:bootsness.com
The Global Investment Picture for Timberland interactive roundtable discussion serves as a forum for delegates to receive detailed information on the markets in which they are most interested. Key international timberland markets will include Argentina, Australia, Brazil, Canada, Chile, China, New Zealand, Nicaragua, Panama, Russia, South Africa and Uruguay. site:bootsness.com

]]> By: ziwuxun123 http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-198364 ziwuxun123 Fri, 05 Mar 2010 20:36:00 +0000 http://www.chrisbrogan.com/?p=4881#comment-198364 More celebrities are becoming more aware of the environment while turning their newfound passion into fashion. Wyclef Jean is no exception. The Grammy Award-winning musician, humanitarian and Goodwill Ambassador to Haiti announced his partnership <br>with footwear brand <a href="http://Timberland.site:timberlandsbuy.com" rel="nofollow">Timberland.site:timberlandsbuy.com</a><br> <br> Jean introduced a 16-boot footwear collection and with every purchase of these boots, $2 will benefit the Yele Haiti Foundation, a grassroots movement he founded to support reforestation in his homeland, Haiti. In 2005, Jean founded Yele Haiti to build global awareness for Haiti and helping the country through education, sports, arts and environment <a href="http://programs.site:timberlandsbuy.com" rel="nofollow">programs.site:timberlandsbuy.com</a><br> Due to his background, Wyclef Jean is now one of six Earthkeeper Heroes within Timberland’s 2009 Earthkeepers program, which aims to catalyze a movement of environmental and social activists. This partnership will combine music, product, digital and social media, service events and concerts to motivate and inspire fans and consumers to take action in protecting the environment. Jean commented:<br> “It is not common to find an agreement between an individual and a corporation with so many altruistic synergies. I am truly humbled and excited to begin our journey together. Timberland is not only a brand I have worn as long as I can remember, but now I feel I have gained a friend in Jeff [Swartz, Timberland's President and CEO] and the respect of what is beyond a brand. I have the utmost respect for what he and his company stand for not only in its legacies but in its future. I am looking forward to making change <a href="http://together.%E2%80%9Dsite:timberlandsbuy.com" rel="nofollow">together.”site:timberlandsbuy.com</a> More celebrities are becoming more aware of the environment while turning their newfound passion into fashion. Wyclef Jean is no exception. The Grammy Award-winning musician, humanitarian and Goodwill Ambassador to Haiti announced his partnership
with footwear brand Timberland.site:timberlandsbuy.com

Jean introduced a 16-boot footwear collection and with every purchase of these boots, $2 will benefit the Yele Haiti Foundation, a grassroots movement he founded to support reforestation in his homeland, Haiti. In 2005, Jean founded Yele Haiti to build global awareness for Haiti and helping the country through education, sports, arts and environment programs.site:timberlandsbuy.com
Due to his background, Wyclef Jean is now one of six Earthkeeper Heroes within Timberland’s 2009 Earthkeepers program, which aims to catalyze a movement of environmental and social activists. This partnership will combine music, product, digital and social media, service events and concerts to motivate and inspire fans and consumers to take action in protecting the environment. Jean commented:
“It is not common to find an agreement between an individual and a corporation with so many altruistic synergies. I am truly humbled and excited to begin our journey together. Timberland is not only a brand I have worn as long as I can remember, but now I feel I have gained a friend in Jeff [Swartz, Timberland's President and CEO] and the respect of what is beyond a brand. I have the utmost respect for what he and his company stand for not only in its legacies but in its future. I am looking forward to making change together.”site:timberlandsbuy.com

]]> By: Ed Butler http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-193562 Ed Butler Thu, 28 Jan 2010 17:35:35 +0000 http://www.chrisbrogan.com/?p=4881#comment-193562 Hi Chris, this is an interesting blog post and highlights to me the challenge of dealing with organisational culture. It would appear that the front-line employees are not empowered to be able to deviate from set processes to deliver an exceptional customer experience (think <a href="http://Zappos.com" rel="nofollow">Zappos.com</a>) while there are others in the organisation who are willing to go out of their way to provide that excetional service.<br>Change isn't easy and it can be difficult to change a well established organisational culture that isn't functioning as well as it could.<br>I hope that Southwest Airlines can use this as an opportunity to look at what could be done to ensure that all passengers can receive a better customer experience should a similar situation arise again because they have a) changed their processes and b) empowered their front-line employees. Hi Chris, this is an interesting blog post and highlights to me the challenge of dealing with organisational culture. It would appear that the front-line employees are not empowered to be able to deviate from set processes to deliver an exceptional customer experience (think Zappos.com) while there are others in the organisation who are willing to go out of their way to provide that excetional service.
Change isn't easy and it can be difficult to change a well established organisational culture that isn't functioning as well as it could.
I hope that Southwest Airlines can use this as an opportunity to look at what could be done to ensure that all passengers can receive a better customer experience should a similar situation arise again because they have a) changed their processes and b) empowered their front-line employees.

]]> By: John B. Lawrence http://www.chrisbrogan.com/how-systems-thwart-service/comment-page-2/#comment-193461 John B. Lawrence Thu, 28 Jan 2010 00:14:46 +0000 http://www.chrisbrogan.com/?p=4881#comment-193461 Chris,<br>Just a follow up: Maybe it was the system the other night at Ruby Foos that discouraged your server, Jenna, from really trying to sell you that dessert? Maybe she had to type in Chocolate Molten Lava Cake, instead of just ask the Pastry Chef for two orders? It was easier to move on, than play by the system. Speaking from experience...I'm just sayin'. Chris,
Just a follow up: Maybe it was the system the other night at Ruby Foos that discouraged your server, Jenna, from really trying to sell you that dessert? Maybe she had to type in Chocolate Molten Lava Cake, instead of just ask the Pastry Chef for two orders? It was easier to move on, than play by the system. Speaking from experience…I'm just sayin'.

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