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It’s inevitable that customer service experiences will sometimes fail. No organization is immune from bad customer service happening at point in time. Fact of the matter is that customer service is an intensely human experience subject to humanity’s faults and shortcomings.
Via Eric_Determined / Eric Silverstein, Fred Zimny
"He may have been a genius and a charmer, but he was far from the person the leadership books tell you to be. And even the authors of those books are chiming into the global choir singing his praise. How did that happen?..."
We need creative leaders in business. The lifespan of large companies will continue to shrink unless they learn to reinvent themselves.
John Maeda, the president of the Rhode Island School of Design (RISD) and author of the book Redesigning Leadership, predicts that artists will emerge as the new business leaders
But imitating Steve Jobs isn’t the answer. He was an outlier...
To develop more artist leaders for the 21st century economy, we need to recognize the contribution of experimental innovation and encourage it — and failure — in our schools and workplaces.
Via Len Netti