Tagged: customer service

Inattention Blindness

Remember the invisible gorilla video? In an experiment popularized by the book of the same name, volunteers were told to keep track of how many times a basketball was passed between players. While the ball was...

Doing too much for Service Management

In the world of Service Management (Change, Incident, etc.) , there has always been a problem with trying to please too many people with one solution. Do you create multiple solutions to fit every customer or...