One Comment → “THE CHIEF CUSTOMER SERVICE OFFICER: THE TIME HAS COME”

  1. Gary Hedges says:

    Paul,

    While I don’t technically disagree with anything you’ve said, you’ve indicated nothing about how or why this grand design will be effective in its impact on the end customer. I say “end customer” because every employee in an organization is also its customer.

    That’s important because unless the employee “customer” is being served excellently, the employees have no model or “why” to follow in serving the external end users of the products or services. The main side effect of this kind of process is that it builds trust within the organization which is THE essential ingredient for a world-class business, regardless of their size.

    Thanks for the opportunity to respond,
    Gary
    http://www.garyhedges.com


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