Most customer service operations have it wrong. They gauge their effectiveness and productivity based on the number of customer calls or contacts they handle. But do your customers really want a "relationship" with your company's customer service department, or do they simply want to purchase your products or services so they can put them to use?
They were four exceptional soldiers, a new generation asked to save an army that had been hollowed out after Vietnam. They survived the military's brutal winnowing to reach its top echelon. They became the Army's most influential generals in the crucible of Iraq. Collectively, their lives tell the story of the Army over the last four decades and illuminate the path it must travel to protect the nation over the next century.
"Learning from the Military"
Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips - and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and, in many industries, the key to business success.
"Like the War or Not - These Men are Impressive"
President Obama lashed out at Donald Trump on Tuesday, saying that the Republican nominee’s insistence that the election was being rigged undermines the country’s democratic traditions and demonstrates that he is not fit for the White House. Obama accused Trump of “whining before the game is even over” and described Trump’s remarks as “unprecedented.”
"Obama's Last State of the Union Will Try to Counter Electorate's Anger" is from the Politics and Power section of The Washington Post. It was written by Greg Jaffe and David Nakamura and narrated by Sam Scholl.