Service Failure Interview with John Ippolito
John Ippolito invited me to be a guest at the Carte Blanche San Diego Book Club a few months ago. We recorded a brief interview where I shared a few thoughts about my book, Service Failure.
- The customer service disconnect - companies think they're doing well when they're not
- The process of writing the book
- How Service Failure is different from other customer service books
You can view the interview here: