Why CEOs Must Become Customer-Experience Evangelists

See on Scoop.itClienting | Customer Experience

“…classic business school thinking always told us that when your customer-satisfaction numbers hit 95 percent or even 98 percent, it’s a waste of money to try to push beyond that because some customers are just grumpy and implacable by nature and you can’t do a thing about that. So move on, we were told.”

 

“And that was okay back in the old days when the seller was in control… But today, that model’s got about as much vitality as the local video store.”

 

“Unhappy customers — even if it’s only 2 percent of your total customer universe — now have the voice and the authority to exact a painful price…”

 

by Mark Hurd, President at Oracle

 

Read more: http://www.linkedin.com/today/post/article/20130925135423-178173598-why-ceos-must-become-customer-experience-evangelists

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