Heard today at ACCM:
I'm a Dutchman, so they sent me to Harvard to learn strategy. And after all those books and professors, I really believe it is most about execution.
For example, I installed a bell. The bell rings if any caller is on hold for more than 10 seconds.
They said, Simon, we're a big company, we can't do this.
I did it.
If our callers are on hold for too long, the bell rings across the whole company.
And let me tell you, I don't like to hear that bell ring.