Start Up: game theory in customer service, evaluate that tweet!, Google’s Russian deal, and more

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Now you can see what sort of prescriptions your local GPs hands out – and how that fits into the national picture in the UK. Photo by gregwake on Flickr.

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A selection of 10 links for you. Pack up the golf clubs, back to work. I’m @charlesarthur on Twitter. Observations and links welcome.

United: broken culture • Monday Note

Jean-Louis Gassée recalls his time running Apple France, and dealing with angry customers:


After a few combative customer service encounters, I experienced an epiphany: No matter how “wrong” they may be, we’re a prosperous business, we can afford to take care of these situations, but we can’t afford to let unhappy, affronted customers damage our reputation.

Whenever a call was escalated to my office, I…

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