摘要：You've probably heard the factoid that a satisfied customer will tell three friends, and a dissatisfied customer will tell ten. But dissatisfied customers don't simply make a recitation of the facts, they give a dramatic recreation of events. In The Risk Of Embellishment, Naomi Karten tells about the risks of poor customer experience stories, and suggests turning the tables with positive outcomes. (Posted January 25, 2007) 阅读全文

摘要：Tom Van VleckHere is a wonderful story, published in ACM software Engineering Notes. Sometime in the 80s, the story's author took charge of a software development shop in Bulgaria. He found th... 阅读全文