by Pete Abilla March 16, 2008In some organizations, the Customer Service function is largely viewed as a cost center, draining resources of the firm. I maintain that this viewpoint is one that less mature companies support. In what follows, I’ll take a hypothetical iPhone defect case and show how customer service in this example plays a pivotal role in the [...]
by Pete Abilla July 9, 2007The Applie iPhone, in my view, is such a big step toward more friendly computing. The interface is refreshing, the device is beautiful, and the interaction is, for the most part, intuitive. Indeed, in a world of quick-to-be discarded phones and devices, I’m on the verge of buying one, but not yet. But, First Some [...]
