Finding a lot of interesting links to research from people on Twitter these days. One of the more interesting questions being raised (in my mind anyway) is "what is the job of customer service", much as you might ask "what is the job your product performs for your customer". I think taking that perspective opens out a lot of innovative thinking.
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Reminds me of several conversations about what is the role of Human Resources. Ultimately it all boils down to 'increase the bottom line'. Makes you wonder about corporate resonsibility
Customer service seems to be losing its touch all thanks to twitter and other social networking sites where you can get solutions, tips and advice real time.
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