jjolsen

In business school I read a study showing that for a few industries (telcos & utilities among them) there is an inverse relationship between customer satisfaction and profitability.

We had an EIR when I was in grad school. He would basically just give a lot of advise, and explain why everyone's ideas wouldn't work. The exciting thing is that you potentially hear a lot of nearly-good ideas and you get to help transform them into good ideas.