chapter 3timeless customerservice done right—and wrongmastery versus catastrophe

the ongoing revolution in communications, connectivity, and automation, including mobile telephony, user-generated content (social media), advances in interactive and self-service technologies, and of course the internet in general, has profoundly affected how commercial interactions, including customer service, are undertaken. So have other less visible factors, such as process improvements like “lean manufacturing” (a popular management philosophy rooted in the Toyota Production System), that have been a force in many industries.1 In light of these changes, and in consideration of all that is timeless, what does a great customer-centered company look like today? ...

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