Nail It

Take a look at The Bottom Line column in the January 2005 issue of the “Working Knowledge” newsletter from the Harvard Business School. Titled “Nail Customer Service”, it discusses the importance of using the right metrics to measure customer service, as “managers at different levels of your customer companies will have fundamentally different definitions of effective customer service”.

By the way, did you know that “people will tolerate a much longer wait if they can see themselves in a mirror”?