01.09.2009
The web abounds with stories about unpleasant customer service experiences. In the context of today’s economy, customer service is more important than ever, even when dealing with a customer who wants to leave one’s service for another. Admittedly, making it easy for a customer to leave you for a competitor seems counterintuitive.
However, in both of [...]
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06.30.2008
On my run the other morning, I realized that the greatest product ever designed didn’t happen in a lab or come as a result of opinion polls. Consider some of the characteristics of this amazing product: instant recognition, multiple models, multiple locations, and predictable interactions. Another aspect of a good product is the ease of [...]
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