"The Web has been around forever and yet it is not in the blood of the executives who staff the top echelons of companies. Make no mistake, they are smart, they are successful and they want to do better. But the web is such a paradigm shift that if it is not in your blood it is very difficult to imagine its power and how to use it for good. How do you demand innovation & creativity & radical rethink if you can't imagine it?" Avinash…Continue
Average people see customer service as a way to pay the bills. The best see it at a means to improve the world.
Last year I was in a dull hotel in the UK, only made duller by the business conference that I was attending. While the hotel claimed to be an “experience” it was a “facility” and felt as if a group of ‘Dementor’s from Harry Potter were retained to keep it extra specially soulless.…Continue