Tonight on the program, J.D. Vance discusses his book "Hillbilly Elegy: A Memoir of a Family and Culture in Crisis."
We continue with a look at the play "The Front Page" with director Jack O'Brien and actors Nathan Lane and John Goodman.
We conclude with Alexandra Lebenthal, president and C.E.O. of Lebenthal & Co., and Dr. Michael Kaplitt, neurosurgeon at Weill Cornell Medicine and New York Presbyterian.
Most executives still view customer service as a cost center, a necessary nuisance that drains funds from other more strategic investments. But for companies with a strategic approach, the customer service function itself is an unbeatable marketing machine, a word of mouth monster that directly drives sales, repeats business referrals, and increases the bottom line. John Goodman is one of the originators of the customer experience industry.
"Scandals", by John Cassidy; "Déjà Vu", by James Surowiecki; "Visiting Dignitary", by Ben McGrath; "Tea and Sympathy", by Jill Lepore; "La Vita Nuova", by Allegra Goodman; "Master of Revels", by John Lahr; and "Caged Heat", by Hilton Als.