I decided to mystery shop my competition to find out what their customer experience is really like. I sent my husband, Bruce, on a mission to become an InterCall customer, which should have been an easy task, right? Here is a timeline and diary of that experience:

I’m flying back from Copper Conferencing‘s participation at the Channel Partner Show in Miami catching up on some light reading from USA Today and an interesting article caught my attention – “Fees fatten airline revenues by $3.8B”. The reality is that fewer people are flying these days based on the down economy.  We know that [...]

The word, “revolution” keeps coming to the front of my mind with the music of that day and what it represented…..a new way of thinking about things….change……revolution. I think I’m going to adopt that word and use it in our business, The Conferencing Revolution!

It’s long past time that the conferencing industry think about who pays the bills. I’ve been thinking about this and have been reminded that when customers get mistreated, sometimes they aren’t even aware that it has happened to them.

I love old movies.  Maybe it’s because I’m old and I’ve been around long enough to have seen a lot of them.  One of my favorites is the movie, “Network”.  In that movie, Peter Finch plays a network TV anchor who goes a little haywire and takes control of the set.  His most famous line [...]

Whenever I am fortunate enough to run a company, as I am now with Copper Conferencing, I think about value systems and want to make sure that employees think about them as well. A strong corporate value system dictates how people should treat their customers, their employees, their stockholders, and their peers.

Copper’s value system is straightforward and simple. It has some simple concepts: