Article: The Steve Jobs Theory of Customer Relations
Harvard Business Review recently wrote an article specifically discussing his emails sent directly to customers and Apple’s customer service strategy. Incidental it also links to this site Emails From Steve Jobs.com.
Here is the lead in paragraph:
What happens when the CEO of a major corporation decides to deal directly with customers? Not large customers, but ordinary ones. There haven’t been many opportunities to find out as, let’s face it, the last thing CEOs or their senior management colleagues or their boards want is for them to be jumping over hierarchies to deal themselves with everyday things. But in the case of Apple — now one of the United States’ largest corporations (by stock value) — their iconic CEO, Steve Jobs, regularly seems to do just that.
Source: Harvard Business Review
