SOME PEOPLE ARE SPECIAL
Large communications service providers lose some customers every month and they work hard to keep this number as low as possible. In fact, most have become quite good at understanding the causes of customer churn and improving customer service to minimize the things that make customers leave. Of course, the competition has also improved at creating offers to attract your customers away. This healthy competition is good for consumers and is the source of great innovations, but it forces even the best service providers to constantly ask, “How can we do better?”
One way to do better is to pay attention to special people–connectors. So who are these connectors and what makes them so special?
THE CONNECTOR WHO CHANGED THE COURSE OF HISTORY
Tensions ran high between American colonists and British soldiers in the spring of 1775. On the morning of April 19th, a few hundred British soldiers set off from Boston to capture a cache of arms and arrest rebel leaders. Marching north into the small towns of Lexington and Concord, the British were astonished to encounter fierce and well organized resistance. Soundly beaten, they beat a hasty retreat back to Boston under constant harassment from colonial militia. The nascent rebellion was given a huge boost in confidence. Thus began the war for American Independence from Great Brittan.
How the colonial militia was notified in time and able to assemble ahead of the advancing British troops is a story well known to ...