As you know, Steve Yastrow is an old friend, and he is making his second appearance as a Cool Friend. He and Erik talk about his new book, We: The Ideal Customer Relationship. Steve says that if your customer thinks of the relationship you share as a "we" relationship, rather than as "us and them," all things are possible. Find out more by reading his Cool Friends interview here. Or—something new!—listen instead: Full-length Steve Interview (MP3), or
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From Tom:
For years I had but one framed quote on my desk in our Palo Alto headquarters. I believe the source was Justice Louis Brandeis. And I believe the quote went like this, "Man's most comprehensive right is the right to be left alone."
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