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.
Gary HamelYou can't build an adaptable organization without adaptable people - and individuals change only when they have to, or when they want to.
Gary HamelAll too often, legacy management practices reflexively perpetuate the past - by over-weighting the views of long-tenured executives, by valuing conformance more highly than creativity and by turning tired industry nostrums into sacred truths.
Gary Hamel