The Power of "No Scripts"

Ginger Conlin asked me to offer up a guest blog posting at Think Customers: The 1to1 Blog from 1to1 Media.

I wrote about Zappos and how well they listen to customers. Key to their listening success is that they don't provide scripts to cuso9tmer-facing employees.

The post includes a list of four distinct benefits that any company can enjoy from this approach.

Let me know if you agree with the "no script" approach.