Reed Harrison

Business Strategy — The Spirit of Service Stories: Customers are Real People, not a Trouble Ticket Number. #BellSystem #TelephonePioneers

  Background:    I had a wonderfully fulfilling 35-year career at AT&T and Bell Labs. The first 15 years were in the pre-Divestiture Bell System, a regulated monopoly.  The following 20 at AT&T were in an ever more competitive industry.  The Bell System and AT&T still have the allure of being my professional “first love.” […]

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Current Events: A Good Read — The Big Sort by Bill Bishop with Robert Cushing. #Books #Politics

Thanks to Len Breslow for turning me on to this one. Key Take-aways — My (perhaps flawed &/or incomplete) view: Americans already live in … and are moving to … places with like-minded people.  A friend had been telling this, but I was very skeptical; it did not match my personal experience and observations.  I was

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Business Strategy — Stories:  Value selling. #Sales #Marketing

The story’s genesis: I used to tell this story when I was trying to help some of my colleagues, who were very high net worth individuals when it came to technology but below the poverty line when it came to marketing & sales and putting themselves in the Customer’s shoes.    They were not “dumb.” 

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