The Decalogue of Passion
- Topics:
- Customer Surveys,
- Leading Change
- Tags:
- Customer,
- Customer Relationship Management (CRM),
- Enterprise Software,
- HSM,
- Marketing,
- Product Marketing,
- Software
- Source:
- HSM
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Overview: Jeanne Bliss, founder of CustomerBLISS and author of Chief Customer Officer: Getting Past Lip Service to Passionate Action says hard work must be done to show customers you respect them, and that, "It's the unusual organization that's set up to let people think and act collectively on behalf of customers." An expert with ample experience in the area of customer service in businesses such as Land's End, Microsoft and Mazda Motor of America, Bliss believes that most businesses are stuck in a culture of silos, offering the customer little alternative to jumping, crashing, and banging from one department to another. The customer becomes a grand guinea pig receiving "Little respect and less love" - two conditions which, according to Bliss, are basic in guaranteeing firstly satisfaction and then loyalty. However, by addressing the 10 universally challenging experiences discussed in this paper, "you'll be well on his or her way to earning customer respect and maybe (someday) love."
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Format: PDF | Size: 54KB | Date: Aug 2007 | Pages: 3
