They Write the Right Stuff - Introduction Ted Keller and his team write perfect software. They have to. If it isn't perfect, people die. When a company takes care of its employees, the gesture is returned in a big way. But Very Differently How the visionaries in Grand Rapids are getting your papers to float, your desk to travel, and your office to multiply.
Great service is an art.
But it's an art that lends itself to a certain kind of science. These days, customers are less emotional but no less engaged. Mark Jarvis describes a recent call he fielded near dawn. It's on track to become a billion-dollar company. The giant Danish toymaker has a history and a reputation that most companies can only dream of.