Is it comforting to know that even the big guys get things wrong when it comes to customer experience? Maybe I'm daft, but yesterday when I attempted to replace my old wireless router with a new Linksys [Cisco] wireless router there seemed to be a clear disconnect between what the customer might experience and Linksys efforts to resolve potential problems.
Strategic Discipline Blog
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Topics: customer survey, Strategic Discipline, Top Priority, Discipline Plan, priorities, customer satisfaction metrics, Core Competencies