Christopher Cummings raises a good point about customer experience: Since goof-ups and accidents are inevitable, you'd better think about how you handle apologies. There's nothing more annoying than the non-apology, which are endemic in both politics and business. (To feast on a smorgasbord of non-apologies, listen to the "Apologies of the Week" segment of Harry Shearer's weekly podcast, Le Show.)
Customer experience
11/02/2009
About the Heretech
- Tom Grant is a senior analyst at Forrester Research. You can e-mail him at tgrant@forrester.com, or reach him via Twitter at TomGrantForr. All opinions expressed here are my own, and not necessarily those of my employer, Forrester Research.
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So you want to learn about heresy...
C. V. Wedgwood: The Thirty Years War (New York Review Books Classics)
Edward Gibbon: The Decline and Fall of the Roman Empire: Volumes 1-3 (Everyman's Library)
Richard S. Dunn: The Age of Religious Wars, 1559-1715 (Norton History of Modern Europe)
Stephen O'Shea: The Perfect Heresy: The Life and Death of the Cathars