Joe Rice

Why business IQ is not enough in the era of the relationship economy

Originally coined in the 1960’s, the term “emotional intelligence” (EQ) hit the mainstream when it became the topic (and title) of a 1995 best-selling book by author and science journalist David Goleman. Goleman’s in-depth review of research on the human brain and human...

Social Customer Service: Three Stages of Maturity

On April 6, 2008, when Twitter was barely 2 years old, Frank Eliasin, a manager with Comcast’s customer support team launched Twitter’s first-ever dedicated customer support handle, @ComcastCares. A somewhat radical strategy at the time, Comcast’s move to social proved to be the first...

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