Words of wisdom from the top of BT 22:33 on Friday
On taking care of customers personally:
…you can’t look after millions of customers, unless you can look after a single one.
On managing change:
You see, no one goes to the office aiming to make no contribution. People want to contribute, and when you give them the opportunity to make a difference, change is easier to implement and accept.
On user focus:
…live the dream of [your] customers, instead of being focused on [your] own product.
On raw passion (actually, it’s a comment on football, but it’s more interesting when read from the view-point of passion):
Football is raw passion; it’s not always balanced. It’s very interesting to see how irrational it can be — when a match is all over, you look back and think, did the game really justify all of that passion?
[tags]customer experience, user focus, change management, passion[/tags]