Customer service is difficult, expensive and unpredictable. But it’s a mistake to assume that any particular example is automatically either good or bad. A company might spend almost nothing on customer service but still succeed in reaching its goals.
Customer service succeeds when it accomplishes what the organization sets out to accomplish.
What is customer service for? – Seth Godin.
A few days later, I found myself in pajama pants, pacing frantically around my apartment, on the phone with Elon Musk. We had a discussion about Tesla, SpaceX, the automotive and aerospace and solar power industries, and he told me what he thought confused people about each of these things.
Elon Musk: The World’s Raddest Man – part one of a series of posts Tim Urban has queued up about Elon Musk and his various projects. Part 2, focused on Tesla, is already in my Instapaper list.