People are built to care about other people, but too often "organizational demands and regulations get in the way," Seth Godin writes. For better customer service, hire caring people and then make sure that company policies don't quash their caring impulse. "When you free your employees to act like people (as opposed to cogs in a profit-maximizing efficient machine) then the caring can't help but happen," Godin writes.

Full Story:
Seth Godin's Blog

Related Summaries