Forrester Analyst Charlene Li recently posted about a customer support horror story — she spend 9+ hours on the phone with TimeWarner Cable trying to get her shut-off internet service back on.
And the kicker — TimeWarner announced that a merger might result in screwy service… via SNAIL MAIL.
I’ve had much less severe, but similarly disdainful [...]
Entries from December 22nd, 2006
"Customer Care" — An Oxymoron to Cable Companies
December 22nd, 2006 No Comments
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What it takes to be great [Fortune Magazine]
December 1st, 2006 No Comments
Through the whole process, one of your goals is to build what the researchers call “mental models of your business” - pictures of how the elements fit together and influence one another. The more you work on it, the larger your mental models will become and the better your performance will grow.
“Andy Grove could [...]
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