« How Speech Act Philosophy Impacts Customer Service Strategy - Alan McNab »

In Chapter 7 of 17 in his 2010 Capture Your Flag interview with host Erik Michielsen, customer advocacy marketing executive Alan McNab details how Speech Act language philosophy impacts customer service strategy. He highlights how coaching teams to engage, listen and make a promise to customers enables a customer service strategy. The Speech Act commitment philosophy empowers the customer as much as it does the line staff - the service technicians - working to deliver value on the ground. McNab holds a BSEE in Electrical Engineering from Santa Clara University and an MBA from Trinity College in Dublin, Ireland. He has worked in various technology marketing roles at Hewlett-Packard, Cisco, Motorola, and is now Vice President, Customer Advocacy at NCR based in Dublin.