Interesting read on customer service. Unboxed – Verizon’s Experiment in Volunteer Customer Service – NYTimes.com
Category: reads
Transaction to Trust
Transaction to Trust: The New Era of Customer Service by John Yaggie. Nice quick read that illustrates the “Show the Love” philosophy for customer relationship building and care.
Many Hands, Light Work
This recent article in Forbes, Eclipse: Many Hands, Light Work by Lee Gomes, argues that competitive advantage is not in the code, but in the data. I find myself often agreeing with Gomes and enjoy his writting. Unfortunately this time, Gomes misses the point. Competitive advantage is in the process…
Online reads: Michael Lewis
Michael Lewis is the fantastic author or Liar’s Poker and Moneyball. His books transcend the subject and offer lessons in innovation, management and leadership. Here are two online reads of his that I have recently enjoyed: Coach Leach Goes Deep, Very Deep and The No-Stats All-Star
“Mojo” Reads
I have had a lot of conversations with very talented people that seem lost in this new economic reality. Understandably many are upset about their respective employment situations; however, as a whole they seem to be forgetting what has made them great. Here are some recommended reads for some positive…