“With support jobs moving to China and India, it's not surprising that English-speaking countries' top frustration revolves around the difficulty of understanding customer service representatives. However, even if the level of customer service is exceptional, the extent to which poorly-understood accents trump quality of service speaks to English-speaking customers' growing intolerance of non-native speech, more so than in other countries.” IfsCountryJobsMovingSpeakUnderstandingLevelsQualitySupportGrowingTrumpSpeechUnderstoodIndiaDifficultyChinaCustomersNativeFrustrationSurprisingIntoleranceRepresentativesOther CountriesAccentsExceptionalEnglish SpeakingChina And India Author:Bob Hayes
“Your customers dream of a happier and better life. Don't move products. Instead, enrich lives.” DreamMovingProductsCustomersBetter Life Author:Steve Jobs
“digital hub (center of our universe) is moving from PC to cloud - PC now just another client alongside iPhone, iPad, iPod touch, ... - Apple is in danger of hanging on to old paradigm too long (innovator's dilemma) - Google and Microsoft are further along on the technology, but haven't quite figured it out yet - tie all of our products together, so we further lock customers into our ecosystem” LongTogetherMovingUniverseTechnologyHavensDangerProductsCloudsCustomersTiesApplesDigitalClientsGoogleLocksParadigmDilemmaMicrosoftIphoneEcosystemsInnovatorsIpodsIpadsHanging OnHub Author:Steve Jobs
“I balance my natural drive for speed and impact with a counterbalancing drive for significance, innovation and sustained customer intimacy. This involves slowing down and moving from transactive management, which focuses on speed, content, accuracy and productivity, to transformative leadership, which focuses on significance, context, authenticity and purpose. This critical shift requires constant diligence, discipline and practice.” MovingPurposeNaturalPracticeBalanceDisciplineInnovationDown AndManagementImpactConstantCriticalCustomersSpeedProductivityAuthenticityIntimacySignificanceSlow DownDiligenceAccuracySlowing Author:Kevin Cashman