by Peter Block From News for a Change I want to bring some balance into our obsession with costumer service. When an idea becomes popular, at some point common sense disappears and mindless ideology takes over. This is what happened with our concern for the customer. We have entered a period … [Read more...]
Balance & Citizenship
Food for Thought
by Peter Block From News for a Change We may have reached the point where we have gone too far in our desire to make the customer always right. Customer service has become an ideology, breeding a sense of entitlement as troubling as the original customer indifference that which rise to the … [Read more...]
Homeward Bound
by Peter Block From News for a Change We are in a period of great prosperity, record spendable income, jobs galore, and yet we seem obsessed with how long it takes to get to work, how many hours we spend there, how to make more money and manage it better. Plus we work at home too much and what … [Read more...]
In Praise of C-SPAN
by Peter Block From News for a Change We live in a culture of commerce and it invades not only what we do, but what we become. At the heart of commerce is the capacity to market, sell and build a future on what is most often a false promise. It is most obvious in this season of a presidential … [Read more...]
Let’s Go To The Oasis
by Peter Block From News for a Change If you are interested in knowing where our culture will be headed in the new millennium, one vision can be found in Las Vegas. It may not be a preferred vision, but it is too real to ignore. Las Vegas is the fastest growing, large city in America. It has … [Read more...]
My Way Is The Highway
by Peter Block From News for a Change I was in San Francisco last week and Denver before that. Atlanta before that and earlier Boston, Chicago, New York and L.A.. All anyone talked about was the traffic. How long it took to get here, how long to get there. As soon as we arrived we started … [Read more...]
On The Streets Where We Live
by Peter Block From News for a Change Currently there is a lot of interest in the idea of community. Yet, I am constantly surprised at the futility and resignation we seem to feel about the place where we live. We have endless energy to improve quality and find meaning within our … [Read more...]
The Hunt for Next November
by Peter Block From News for a Change April in the state of Missouri is turkey-hunting season. It is an annual spring ritual that for many is extremely satisfying. It lasts two weeks and there is a limit of one turkey a week. Turkeys are not easy to hunt. They have great eyesight, great hearing … [Read more...]
Y2K, Oh
From News for a Change At 12:01 a.m. on January 1, 2000 we both breathed a sigh of relief and simultaneously attended a coronation. Our relief was that the TV worked, ATM machines kept delivering cash, and the streetlights stayed on. The coronation was that the technology and economics … [Read more...]
A Word in Support of Suppliers
I want to bring some balance into our obsession with costumer service. When an idea becomes popular, at some point common sense disappears and mindless ideology takes over. This is what happened with our concern for the customer. We have entered a period of customer entitlement which does neither … [Read more...]
