Incenting Good Behavior? Or Insulting Customers?
Sometimes it's good to train customers. But you'd better do it right.
Bizarro Customer Service: The Anti Nordstrom
A truly atrocious example of how to respond to customer complaints
Destroying Shareholder Value: One Quarter, One Customer at a Time
Value creation and destruction extends well beyond the conventions of accounting; destruction of future value shows up in stock prices.
Digital and Analogue Social Networks and Pharma
Exploration of digital social networks can give insights into "normal" networks--like the relatiionship of pharma companies to their customers.
Faking Customer Centricity
Customer centricity isn't automatically good; it depends on who you're in it for
We’ve Got the Hamburgers: a Customer Service Classic
A good customer service attitude depends on generosity, not selfishness.
Customers and Strategy Part 2 of 2: Customer Centricity vs. Customer Vultures
Customer centricity isn't automatically good; it depends on your motives--a vulture is customer-focused.