Start Up: game theory in customer service, evaluate that tweet!, Google’s Russian deal, and more

The Overspill: when there's more that I want to say

Now you can see what sort of prescriptions your local GPs hands out – and how that fits into the national picture in the UK. Photo by gregwake on Flickr.

You can now sign up to receive each day’s Start Up post by email. You’ll need to click a confirmation link, so no spam.

A selection of 10 links for you. Pack up the golf clubs, back to work. I’m @charlesarthur on Twitter. Observations and links welcome.

United: broken culture • Monday Note

Jean-Louis Gassée recalls his time running Apple France, and dealing with angry customers:


After a few combative customer service encounters, I experienced an epiphany: No matter how “wrong” they may be, we’re a prosperous business, we can afford to take care of these situations, but we can’t afford to let unhappy, affronted customers damage our reputation.

Whenever a call was escalated to my office, I…

View original post 2,739 more words


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