Welcome to the Wired and Dangerous Flash Drive. That small device you plug into the USB port of your computer has two popular names, flash drive and jump drive. All three words–flash, jump, and drive–characterize today’s “wired and dangerous” customers, so we thought Flash Drive a fitting label for the resource section of this book.
This segment offers an assortment of resources designed to help renew and rebuild the service covenant. Think of them as suggestions to help you stay wired to customers. The goal is a service experience energized by a spirit of partnership and grounded in a zeal to stay current on changing customer expectations. The more the customer experiences service performed in a partnership manner, even if ...