How to Become a Customer Action Hero
http://www.refresher.com/mindfulnetwork/articlelive/articles/128/1/How-to-Become-a-Customer-Action-Hero/Page1.html
Rick Sidorowicz
Rick Sidorowicz is the Publisher and Editor of The CEO Refresher, moderator of The Mindful Network, Minister of Culture of High Performance Retail, and Editor of 1001 Ways to Wow Your Customers. He also works with T4G Limited as a Business Strategist and Consultant developing innovative solutions for retailers and financial services organizations. His profile and contact information are @ www.ricksidorowicz.com . By Rick Sidorowicz
Published on 10/22/2008
Jeanne Bliss has written an excellent “change this” manifesto!
“Companies need to toss out everything they think about customer surveys and do a reality check of what they’ve actually done with the years of data they’ve compiled. They need to compare their effort spent capitulating and hand-waving about how bad the scores are with how much of an effort they’ve made actually doing something about what they heard from customers. And they need to get real…and evaluate if any substantive change has actually taken place as a result. Then they need to STOP and DO something different.”
Her manifesto is here -
http://www.customerbliss.com/press/ChangeThisManifesto.pdf
Enjoy!
“Companies need to toss out everything they think about customer surveys and do a reality check of what they’ve actually done with the years of data they’ve compiled. They need to compare their effort spent capitulating and hand-waving about how bad the scores are with how much of an effort they’ve made actually doing something about what they heard from customers. And they need to get real…and evaluate if any substantive change has actually taken place as a result. Then they need to STOP and DO something different.”
Her manifesto is here -
http://www.customerbliss.com/press/ChangeThisManifesto.pdf
Enjoy!