StratBlog

Excellent article and questions about CEO leadership in the customer service space:

“A number of telltale signs determine pretty quickly whether a company is serious about the job or not—beginning with the CEO and leadership and cascading all the way through the ranks of the company.

“Specific leadership actions occur in companies that have taken the commitment past lip service. Understanding customer issues and what drives customer loyalty becomes the stuff of everyday conversations—not just when one soul has been lucky enough to get it on the CEO’s staff meeting agenda! The issues are trended and understood and talked about. Building customer experiences and relationships is considered the true ‘work’ of the organization—not something layered on the ‘real’ work of achieving quarterly sales goals.” — Jeanne Bliss writing for marketingprofs.com