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ggf. lesenswertes


2013.06
Memo to the modern COO Memo to the modern COO - Why is it so hard for organizations to understand what Tony did with customer service at Zappo's? Instead of measuring the call center on calls answered per minute, he insisted that the operators be trained and rewarded to take their time and actually be human, to connect and make a difference instead of merely processing the incoming.
/via @sethgodin #