Douglas T. Story / Douglas TStory
Librería Samer Atenea
Librería Aciertas (Toledo)
Kálamo Books
Librería Perelló (Valencia)
Librería Elías (Asturias)
Donde los libros
Librería Kolima (Madrid)
Librería Proteo (Málaga)
There is something missing in the culture of today’s business operations that endangers all of us, Generals and Soldiers alike. If what appears to be a majority of 'Generals (Corporate top managers)' continue on this self destructive course most of the 'soldiers in the field' will end up bleeding even more by the loss of jobs and the destruction of the organizations that many are still very loyal to. Management’s efforts to eliminate as many individuals from the customer contact part of business is a trend that is creating an environment where business is giving up on the people part of business. These business leaders are creating an 'interface' that involves ordering, shipping, billing and paying for the product with as little human interaction as possible. In my travels around the world, I have found this is NOT the trend customers want, need or desire. The news item at the beginning of the Introduction chapter of this book is a large hint as to what customer’s really want. There are active Web sites designed to aid customers in by-passing the 'automated response customer service and answering systems' many companies use as insulation between themselves and direct customer contact. If markets.no we should say... Customers.wanted or needed these kinds of systems or services why is there such a booming market in the development of ways to get around them? The company that combines human contact and relationships with technology of today and tomorrow will be the company that becomes the next GM or Microsoft of the world. The question is who or where is this company going to be located. In the West or East, it does not matter that much to me but in a world where economics will drive the empires of the future, we better start taking notice.
