What is Big Think?  

We are Big Idea Hunters…

We live in a time of information abundance, which far too many of us see as information overload. With the sum total of human knowledge, past and present, at our fingertips, we’re faced with a crisis of attention: which ideas should we engage with, and why? Big Think is an evolving roadmap to the best thinking on the planet — the ideas that can help you think flexibly and act decisively in a multivariate world.

A word about Big Ideas and Themes — The architecture of Big Think

Big ideas are lenses for envisioning the future. Every article and video on bigthink.com and on our learning platforms is based on an emerging “big idea” that is significant, widely relevant, and actionable. We’re sifting the noise for the questions and insights that have the power to change all of our lives, for decades to come. For example, reverse-engineering is a big idea in that the concept is increasingly useful across multiple disciplines, from education to nanotechnology.

Themes are the seven broad umbrellas under which we organize the hundreds of big ideas that populate Big Think. They include New World Order, Earth and Beyond, 21st Century Living, Going Mental, Extreme Biology, Power and Influence, and Inventing the Future.

Big Think Features:

12,000+ Expert Videos

1

Browse videos featuring experts across a wide range of disciplines, from personal health to business leadership to neuroscience.

Watch videos

World Renowned Bloggers

2

Big Think’s contributors offer expert analysis of the big ideas behind the news.

Go to blogs

Big Think Edge

3

Big Think’s Edge learning platform for career mentorship and professional development provides engaging and actionable courses delivered by the people who are shaping our future.

Find out more
Close
With rendition switcher

Transcript

Topic: Creating Value for the Customer

 

Paul Saffo: The important thing about customer service in an age of the web and the internet is above all, be honest and make expectations realistic. Don’t promise what you can’t deliver. Don’t let your enthusiasm for your company claim that service is better than it is.

Take a company like Amazon. You cannot reach a human being at Amazon. Well you can but it’s very, very hard. And yet everybody is very happy with Amazon’s customer service because Amazon makes it really clear. If you have a problem, send us an email. They don’t promise that you’ll be able to reach a human operator. They do exactly what they say, and that is talk to us by email.

I think the most important thing that a company can do, not just in the customer space but the employee space, is to be completely open and completely honest. Don’t pretend that you’re doing something that you can not do.

There’s an old saying in Silicon Valley, “It’s not a bug. It’s a feature.” And so a lot of companies say, “Gosh, you know, we can’t talk to our customers. We can’t interact with them properly.” That’s really a problem. Well, that may be a feature. Your customers may in fact not want to interact with you, and if you’re just upfront with customers that you can’t interact with them, they will handle their own customer service.

 

Conducted on: June 18, 2009.

More from the Big Idea for Thursday, June 30 2011

 

Above All, Be Honest with Y...

Newsletter: Share: