We made a decision today which will have far reaching, positive, implications for customer service. Under the glow of the decision and resulting financial commitment my expectation is that we will look back on this as one of the most valuable decisions, in terms of customer growth, of this decade. While time may show that to be overstating the situation, it is exciting.

This is all about leapfrogging others in the customer service stakes. But I really shouldn’t blog any more about this. The proof will be when we start delivering. Hopefully this side of Christmas we will have news.

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