http://www.bloggingonleadership.com/2007/02/22/the-attention-economy-in-praise-of-british-telecom-bt-posted-by-oliver-nyumbu/ A focus on what leadership is paid to do Wed, 7 Jan 2009 11:14:06 +0000 http://wordpress.org/?v=2.5 http://www.bloggingonleadership.com/2007/02/22/the-attention-economy-in-praise-of-british-telecom-bt-posted-by-oliver-nyumbu/#comment-7 Jonathan Frank Sun, 04 Mar 2007 09:52:49 +0000 http://web1.clickingmad.com/~caretblog/2007/02/22/the-attention-economy-in-praise-of-british-telecom-bt-posted-by-oliver-nyumbu/#comment-7 I had a similar experience with BT faults a few months ago, and was similarly astonished. My contact with BT was entirely through interactive technology (pressing buttons rather than talking to people), and I think shows how BT have struck gold (in this particular niche of their services, at least) in making their processes *and* people work together to offer a brilliant level of service. So often one aspect or the other - or usually both - are found wanting, and the result is disastrous. I had a similar experience with BT faults a few months ago, and was similarly astonished. My contact with BT was entirely through interactive technology (pressing buttons rather than talking to people), and I think shows how BT have struck gold (in this particular niche of their services, at least) in making their processes *and* people work together to offer a brilliant level of service. So often one aspect or the other - or usually both - are found wanting, and the result is disastrous.

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