The magic of good service; Schumpeter  

Oleh:

[s.n]

Jenis: Article from Bulletin/Magazine
Dalam koleksi: The Economist (http://search.proquest.com/) vol. 404 no. 8803 (Sep. 2012), page 68.
Topik: Customer Relations; Executives; Corporate Planning; Customer Services; Electronic Commerce; Social Networks

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Perpustakaan Pusat (Semanggi) Nomor Panggil: EE29.73 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada

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The customer is king. So some firms have started appointing chief customer officers (CCOs) to serve the king more attentively. These new additions to the (already crowded) C-suite are supposed to look at the business from the customer's point of view. They try to focus on the entire "customer experience", rather than on individual transactions. CCOs have many assistants. A new book helps explain why this is happening. In "Outside In", Harley Manning and Kerry Bodine of Forrester Research, a consultancy, observe that customers are growing more powerful. The internet makes it easier to shop around and share complaints with a wide audience. Yet poor service persists. Powerful, angry customers could spur big changes. Already, they have dumped customer-unfriendly brands, such as AOL, an internet portal, as soon as alternatives came along. They have embraced companies that serve them well.

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