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Michael Hinshaw
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“The results are clear. Charting the American Consumer Satisfaction Index against worldwide investments in CRM software and services – which went from zero 15 years ago to nearly $15 billion in 2011 – the corresponding bump in satisfaction has been exactly zero.”
― Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them
― Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them
“After all, your company doesn’t define customer experience. Customers do. Customer experience is based on how your customers perceive your organization and how well you meet their needs when they interact with, hear about, and do business with your company.”
― Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them
― Smart Customers, Stupid Companies: Why Only Intelligent Companies Will Thrive, and How To Be One of Them
Topics Mentioning This Author
| topics | posts | views | last activity | |
|---|---|---|---|---|
| The History Book ...: TERI'S 50 BOOKS READ IN 2013 | 98 | 157 | Jan 02, 2014 09:59AM |
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