UNDERSTAND 1
Any fool can know. The point is to understand.
—Albert Einstein
WHAT IS “UNDERSTAND” AND WHY IS IT IMPORTANT?
Most organizations have a long way to go before they are frictionless. An easy way to tell if you are close to eliminating friction is to look at how many people are in the customer service department. Let’s compare the percentages of customer care staff in four different businesses:
■ An online service provider has 44% of its staff in customer service.
■ A telecommunications company has 37% of its staff in customer care. ...
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