Exceptional Service, Exceptional Profit_ The Secrets of Building a Five-Star Customer Service Organization
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902
978-0-8144-1538-2
AMACOM
2010
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loginSo-called Customer Relationship Management prides itself on volume,
on speed, on ‘‘efficiency.’’ This might sound good on paper, but what
truly matters, what builds strategic value for a business, is loyalty: customer loyalty, employee loyalty. Without knowing the secrets to building these, even innovative companies struggle. They can massage data
all they like; they can profile large groups of customers all they like. Do
they empower their employees to use judgment in any real sense? If
not, the employees will leave when they sense a dead end. Customers,
shareholders, and other stakeholders will ultimately prove to be shorttimers as well, no matter how innovative and admirable the products
and services offered.
