Seth Godin’s “No” and Kevin Kelly’s “Make customers as smart as you are” are precious guidance for whoever is in a service role with their customers. It’s important to provide more value in all our business relationships by being more clear and transparent – and “no” is very useful to be clear – and to transfer the most possible knowledge to our customers – even if it means that in the future he may not need us anymore since we have transferred all we know.
Written by Matteo Cassese
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