Friday, August 21, 2009

The Mask of Zorro and Creating Zealous Customers

...[U]nless the CEO makes it crystal clear to everyone that product design gaffes and other dissonance (lack of parts) are unacceptable, because it enrages customers, we’ll continue to see customers like me moving from “zealot” straight down to “no way, no how.”

If you have customers - and who doesn't? - take a few minutes this weekend to read this Chief Executive article by Drew Morris on customer service.

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