Looking at The Future of Customer Service
The best part of my job is that I get to talk to people; lots and lots of people. I talk to so many people about the same subjects (in this case Customer Service) that I start to see patterns and trends emerge (I was told when I first started working at Gartner that two […]
The Gas Pump Theory of User Interaction
You can learn a lot from simple things in life. Simple behaviors that run below the level of consciousness make decisions for us all the time. Take the humble gas pump as an example. Pretty simple to operate. Yet I noticed some time ago that gas station operators were changing the order in which they […]
