CEOs Need To Become Customer-Experience Evangelists

Graag wil de redactie dit artikel van crm-daily.com met je delen

“CEOs already have plenty to do, but Oracle chief Mark Hurd is suggesting they take on one more task — becoming customer experience evangelists. In a recent column, Hurd challenged conventional wisdom that argues once your customer satisfaction ratings hit the 95 percent mark itEUs a waste of money to spend more effort on that last few percent of the customer base. Conventional wisdom says those customers canEUt be pleased so you should just move on”