Care more than others think wise. Risk more than others think safe. Dream more than others think practical. Expect more than others think possible.

~ Howard Schultz

Back in November, I wrote about giving up my fancy executive position with iContact/Vocus.  Along with my departure, I also relinquished my pretty big salary, a lot of meetings, my revolving door office, and all my incredible employees. Also out the window went the “need” for me to wear high heels, makeup, and short skirts everyday. OK, maybe that last part really only effects Jason…

So now what the heck am I doing all day?

Well, at the moment I am sitting in a crowded Florida ballroom with about 150 of my newest customer experience and customer care best friends. Over the past couple of days we’ve discussed and lamented and rejoiced the changes in our industry. We’ve regaled and bemoaned the impact the “connected customer” has had on our call centers, AND the impact it has on our overall business and our all-important brands. While here, I’ve listened to and interacted with bright minds from Total Wines & More, Sony, Porsche, Nissan, Match.com and Verint, amongst many others. I am in my element.

On most days though, I spend my time in a little room at the top of our third-floor stairs. It is here that I write, I read, I talk, I create, and I try to influence. I believe passionately in customer service and the call center, and I think it is my responsibility to share our collective knowledge and experience wherever possible. It would be an understatement to say, “I love my work”.

I don’t know what your destiny will be, but one thing I know: the ones among you who will be really happy are those who have sought and found how to serve.

~ Albert Schweitzer

You’ll be able to find me over the next couple of months traveling around and speaking about fun and fabulous things like: .

• The New Voice of the Customer
• How Award-Winning Centers Create Powerful Cultures
• The Insider’s Guide to Managing Today’s Multi-Generational Workforce
• How Your Small Center Can Create Big Results

In the meantime, my service comes from talking about customer service and the experiences we have, make, and share with each other. Here’s just a snapshot of what brings me joy.

Embrace Small; Think Big – a little discussion about the webinar I am co-hosting tomorrow with Lantronix
Suck it Up, Buttercup – a review of the amazing service I received from GymDoll 
It’s all about Mobile – a series containing articles, a webinar, report, whitepaper, and infographic about the fascinating Mobile Customer Service Strategy research we did with Voxeo.

• A Mobile Dependency
  
• Mobile Customer Service at its Brightest
• Mobile Customer Service: 2013 and Beyond
• A Mobile Customer Service Strategy: The Contact Center, The Agent, and the Challenges of Implementation report
• Build a Mobile Customer Service Strategy whitepaper
• Building a Mobile Customer Service Strategy webinar

The Badass Unicorn – a fun podcast I had the honor of doing with the engaging Chase Clemons of Support Ops If you are interested in customer service AT ALL, I encourage you to get to know him.
Culture and the Remote Agent

Tomorrow I get to co-host a webinar with Gary from Lantronix. It’s on one of my favorite subjects…Achieve Big Success in Your Small Call Center. Join me. Listen to me. Critique me. Whether you’ve known me for years, or just met me yesterday, I think you’ll notice that I quite love what I do. I love who I am. I love what I believe in.