I loved John Case's review of Tom Peters's new book, Thriving on Chaos ("Hard to Swallow," Required Reading, November 1987). If the book did nothing more than give you three ideas, it was completely worth reading.
If you implement the ideas at INC., your customers will 1) get their monthly issues error-free, 2) feel like a million bucks because someone at INC. really cared enough to call a subscriber, and 3) get better service when they call INC. on the telephone.
If you follow through on ideas like these, you might have the surprise of finding INC. in Peters's next book. It happened to us!