Chief Customer Officer
Getting Past Lip Service to Passionate Action
Chapter One
Machine of Mediocrity
Corporate Machine on Autopilot
For whatever hallucination-induced state I've been living in for the
past twenty-five years, my entire career has been dedicated to driving
the customer agenda inside highly respected corporate machines.
The most important skill required for the job: pushing back on the
answer "no." "No, we can't change that policy. It makes too much money."
"No, customers don't need us to resolve their problem on the first call." "No,
no, no. There is no reason that we should talk to customers to understand
why they left!"
In the best of times, this work has enlightened companies to
cultivate change in how they work to deliver experiences to customers.
This is when we customer crusaders rejoice ... as we recede
into the back ... read full excerpt from Chief Customer Officer: Getting Past Lip Service to Passionate Action ebook
