Newspapers

• Charlotte Business Journal – How to: Improve Customer Service

• Charlotte Business Journal – How to: Manage Customer Complaints

• Charlotte Observer – Escape from phone hell

• Charlotte Observer – Fastest way to dial up human at utilities? Take shortcut

• Charlotte Observer – Multiple Interviews in MoneyWise section

• Christian Science Monitor – Poor state of service today

• New York Times – E-complaints sites

• Rochester Democrat and Chronicle – Eastman Kodak decentralizing Customer Service call center

TV/Radio Media

• WJZY-TV, Charlotte Now – Customer Service in Today’s Economy

• WFAE FM Radio (NPR Local Affiliate) – Charlotte Talks – Customer Service in Today’s Economy (2008)

• WFAE FM Radio (NPR Local Affiliate) – Charlotte Talks – The current state of customer service (2006)

• WBT 1110 AM Radio, Charlotte’s Morning News – Customer Service This Holiday Shopping Season

• WBT 1110 AM Radio, Charlotte’s Morning News – Mystery Shopping Interview

• WBTV-3, CBS Affiliate in Charlotte, NC – e-complaint sites and great service

• WCNC 6, NBC Affiliate in Charlotte, NC – Escaping from "Phone Hell"

• WBT 1110 AM Radio, Danny Fontana Show – The Sorry State of Customer Service

Magazines

• Collections and Credit Risk Magazine

• Day Spa Magazine

• Human Resource Executive

• Insurance Marketing Magazine

• Kiplinger Business Forecasts

• Municipal World

• Rappaport Diamond Report

• Remodeling Magazine

• Unique Opportunities

• Ventures Charlotte

• Your Business Magazine

Internet Media

• AOL.com - Mystery Shoppers Go To School

• Customer Service Solutions - Blog - http://serviceadvice.wordpress.com/

• Entrepreneur.com – Great Customer Service Helps in Tough Times

• GE Small Business – Motivate to Retain

• Office.com – There's a fly in my soup

• Onvia.com – The Customer Service Edge

• PROFITguide.com – Boost business with customer complaints

• The Jackson Group Podcast in Hickory, NC – Impact of Hospital Consumer Assessment of Healthcare Providers and Systems

Sample Publications

• Author of Customer Solutions monthly column in the Charlotte Business Journal.

• Book Written: The Effective Manager's Handbook for Customer Service Success, 52 Motivational Tips and Quotes to Help You Improve Your Customer Service Every Day!

• Past Contributor to Monthly Customer Service E-Zine, Customer Contact, a Customer Service Management Publication

• Publisher of Weekly E-Mail Newsletter, the Customer Service Tip of the Week (TOW)

Representative Articles Written

• A Mystery Shopper in the Public School Market (The School Administrator)

• A Wake-Up for Call Centers (Local Tech Wire)

• Beware the Big Dog – How to develop world-class customer service to deal with Nordstrom's arrival in Charlotte (Greater Charlotte Biz)

• Business Retention and Expansion Strategies Boost Local Economic Development Efforts (Muninetguide)

• Customer-Centered e-Service – Suggestions for raising the standard for e-service by applying time-proven traditional service strategies. (Chamber Ventures)

• Customer Service Focus of Web Study – Results of CSS research on internet responsiveness of local companies. (Self-Published)

• Customer Services: Never Underestimate the Power of a Quick Fix (Local Tech Wire)

• Fueling Loyalty: It Takes Allegiance (Local Tech Wire)

• Going Undercover - Mystery Shoppers can help you experience your customers' reality (PublicWorks)

• Helping Customers: Moving from an IT Department to a Technology Service Center (Local Tech Wire)

• Intimate Business – How to develop into a customer-focused organization and personalized relationships with clients (Chamber Ventures)

• Succeed in the Slowdown – How to survive and thrive during the economic slowdown

• Teams need not guess why they've lost a season ticket holder (Sports Business Journal)