lecture 2 csr 631 2009 - Do you act on the results? Is...

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Purdue University Top Priorities 21% 24% 24% 24% 31% 38% 71% 0% 20% 40% 60% 80% Int'l Competition Price Competition Protect own Technology Keep up with Technology Time to Market Good People Cust. Satisfaction
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Purdue University If you don’t think customers are important try doing without them for 30 days
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Purdue University It is easy to see that satisfaction is important in business
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Purdue University It’s about loving the customer
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Purdue University Planes…trains…and automobiles
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Purdue University Just for the fun of it…One more Bad
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Purdue University Now this is good service
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Purdue University Stews Rules
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Purdue University In case you still don’t get it IT’S The CUSTOMER
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Purdue University Because customer satisfaction is the point
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Purdue University Here are the Issues Can you articulate a customer experience vision? Is customer satisfaction mission critical? Do you measure it often and regularly?
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Unformatted text preview: Do you act on the results? Is there someone who has the responsibility for the customer experience? What does the customer want #1 and #2#10? Do you give it to them? Purdue University Best Practice Employees Happy employees + happy customers + happy executives + happy bankers + happy shareholders= Purdue University Audience participation time OOOOOOOOOOO Ahhhhhhhhhhhhhh OOOOOOOOOO Ahhhhhhhhhhhhhh OOOOOOOOOOOOOOOOOOOO Ahhhhhhhhhhhhhhhhhhhhhhhhhhh OOOOOOOOOOOOOOOOOOO OOOOOOOOOOOOO AHHHHHHHHHHHHHHHHHH HHHHHHHHHHHHH Purdue University This is a pastrami sandwich Purdue University The secret of exceptional customer service The secret of exceptional management Is leaving your customers and employees like this. Purdue University Purdue University It IS all about love. Purdue University 212- one degree more...
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This note was uploaded on 02/25/2012 for the course CSR 332 taught by Professor Staff during the Spring '08 term at Purdue University-West Lafayette.

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lecture 2 csr 631 2009 - Do you act on the results? Is...

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