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I’d really like to write responses to the most interesting articles that I read. Maybe in agreement, maybe in dissent. Until that project takes off, here’s a list I’ll build. Grandpa Has Different Rules. A short business insight related to customer service from this quote: 💬 Jean-Louis Gassée, who used to run Apple France, describes this situation as the choice of the two tokens. When you deal with people who have trouble, you can either choose to taken the token that says “it’s no big deal” or the token that says “it’s the end of the world”.…