Do C-Suite Executives Really Want Customer Feedback?

Do C-Suite Executives Really Want Customer Feedback?

In the 1970’s and 80’s I worked for ADP. The CEO for most of my tenure was Josh Weston. Josh was brilliant. He knew every financial indicator for each region. He could quote specific numbers for overall satisfaction, customer churn and profitability. Josh was interested in customer feedback too.  Not just the numbers, but what customers were really thinking: what did they feel was good, what wasn’t working, were they confident that ADP could handle their future requirements?  At ADP I was Vice President of Client … [Read More...]

The Human Touch vs. Self-Checkout

The Human Touch vs. Self-Checkout

Walmart is replacing their self-service checkout this holiday season.  Instead, they are employing people to provide a personal touch and customer service at the point of purchase. I’m happy to hear that at least one retailer recognizes that self-service and reducing costs are not synonymous. Shelly Banjo, a Wall Street Journal reporter, wrote an article about Walmart execs trying to stave off further quarterly declines.  The executives have been quoted that it is well known people are frustrated waiting in long lines … [Read More...]

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About Richard

Richard R. Shapiro_10.26.11Richard R. Shapiro is the founder and President of The Center For Client Retention (TCFCR), which provides research, training and consulting services to Fortune 500 corporations on how to improve the customer experience. His first book is The Welcomer Edge: Unlocking the Secrets to Repeat Business. [Read More...]

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