Truth be told, there are lots of companies that provide exemplary phone support. DirecTV, Virgin America and Apple are a few that regularly exceed my expectations.
Companies do not do new things because they understand it but because they feel it.
Discovery is the journey; insight is the destination.
Innovation is the only insurance against irrelevance.
The biggest barriers to strategic renewal are almost always top management's unexamined beliefs.
The fact is, society is made more hospitable by every individual who acts as if 'do unto others' really was a rule.