We Change Our Tools And Then Our

But There's Still So Much You Can Do With Technology To Improve The Customer Experience. And That's The Sense In Which I Believe It's Still Day One, And That It's Early In The Day. If Anything, The Rate Of Change Is Accelerating.

Are You Lazy Or Just Incompetent?

Seek Instant Gratification - Or The Elusive Promise Of It - And Chances Are You'll Find A Crowd There Ahead Of You.

In The Old World, You Devoted 30% Of Your Time To Building A Great Service And 70% Of Your Time To Shouting About It. In The New World, That Inverts

We Watch Our Competitors, Learn From Them, See The Things That They Were Doing For Customers And Copy Those Things As Much As We Can.