Brett LaDove Male San Francisco United States: Share; Share on Twitter; Share on Facebook

Blog Posts (18)
Discussions (6)
Events
Groups (7)
Videos (16)

Brett LaDove's Apps (4)

Brett LaDove's Friends

View All

Brett LaDove's Groups

Sups. & Ops.

1 member
Analytics etc...

5 members

Tech Lab

3 members
Front Liners

1 member

SOCAP Southwest Regional…

3 members

View All

Latest Activity

Brett LaDove just flinked a link

(via Flinkit)

on Wednesday

Brett LaDove commented on Brett LaDove's video 'Joseph Pine On What Consumers Want'

This video was filmed in 2004....but is still relevant today. While Pine doesn't mention social media (all the buzz these days), but the broader themes that he addresses (such as authenticity) still apply.

on Wednesday

Brett LaDove added a video

on Wednesday

Brett LaDove commented on Lynn Hunsaker's video 'Customer Experience - Dare to Be Different'

I like the articulation of 5 levers of customer experience....dominate and differentiate (@ 2:53).

on Wednesday

A blog post by Brett LaDove was featured

Nestle...I Forgive You

http://pgteenspace.files.wordpress.com/2008/06/nestle-logo.jpg">A recent story about Nestle's "screw up" on social media has seemed to get fairly popular. (Truth be told, I haven't really looked into the number of hits any particular article has got…

March 22

Brett LaDove added a blog post

Nestle...I Forgive You

March 22

Scott Zimmerman joined Brett LaDove's group

Analytics etc...

This is a group for those who figure out how to care for customers more efficiently and effectively.

March 10

Scott Zimmerman joined Brett LaDove's group

Tech Lab

This group is for customer care professionals with a pension for technology.

March 10

Brett LaDove's Discussions

Why Join and Participate in "The Customer Care Network"

Started May. 12, 2008

PLEASE READ this before adding: Events, Forum Topics, or Groups

Started Apr. 28, 2008

Investing For Efficient AND Effective Customer Service

Started Apr. 27, 2008

View All

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

President -- Institute of Management Consulting, Northern California -- 2008-2009

Director, SOCAP International: 1998-2001

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

Nestle...I Forgive You

A recent story about Nestle's "screw up" on social media has seemed to get fairly popular. (Truth be told, I haven't really looked into the number of hits any particular article has gotten, but I've seen it several time....via Twitter, email, etc. which at least from my vantage seems to indicate that this is probably getting circulated pretty broadly).

The short version of the story is that a… Continue

Posted on March 22, 2010 at 4:00pm —

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

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

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 —

Comment Wall (8 comments)

You need to be a member of The Customer Care Network to add comments!

Join The Customer Care Network

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 1:10pm 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!