7min chapter

Guy Kawasaki's Remarkable People cover image

Bob Sutton: Mastering Organizational Friction for Better Leadership

Guy Kawasaki's Remarkable People

CHAPTER

Navigating Customer Service Challenges

This chapter delves into the difficulties of customer service, particularly in the context of healthcare and corporations like Comcast and General Motors. It highlights the disparity between privileged access and the struggles of average customers, advocating for the reduction of organizational friction to improve overall experiences.

00:00

Get the Snipd
podcast app

Unlock the knowledge in podcasts with the podcast player of the future.
App store bannerPlay store banner

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode

Save any
moment

Hear something you like? Tap your headphones to save it with AI-generated key takeaways

Share
& Export

Send highlights to Twitter, WhatsApp or export them to Notion, Readwise & more

AI-powered
podcast player

Listen to all your favourite podcasts with AI-powered features

Discover
highlights

Listen to the best highlights from the podcasts you love and dive into the full episode