An uncontroversial definition says that a company’s purpose is to generate wealth for shareholders. But shareholders would actually prefer the greatest possible ROI. Organizations that develop teams and processes that focus on customers thrive in the face of various economic
The Good Ol’ Days of Double Secret Probation
Thomas Tripp and Yany Grégoire wrote an illuminating article for MITSloan titled When Unhappy Customers Strike Back on the Internet. I recommend it for anyone trying to deliver customer service via social media channels. A few of the more interesting