Remove 2005 Remove Customer centricity Remove Education Remove Feedback
article thumbnail

Why Too Many Organizations Do Not Take Customer Complaints Seriously

Beyond Philosophy

Unfortunately, this feeling of checking a box with customer feedback and then ignoring results is a significant part of the corporate culture. A lack of customer-centricity goes hand-in-hand with monopolies. My second book was Revolutionize Your Customer Experience (Palgrave MacMillan, 2005), about customer-centricity.

article thumbnail

Why Customer Experience Is Now Job No. 1 for CEOs

inmoment

Without meaningful guidance, a world of abundance can lead to paralysis for customers forced to make their way alone through the thicket. Even worse, our self-service world assumes customers can independently follow instructions and complete tasks — despite huge variations in intellect, education, health and wealth.