The book I co-authored in 2006 ‘Thrive – How to Succeed in the Age of the Customer’ provoked quite a reaction from several quarters (not all favorable!).
We are now pleased to report that more organizations are placing the customer at the center of everything they do.
One recent area of growth is the Customer Pact and you can see an extract from this work, hosted at http://www.ccpact.com/FrontPage
The Challenge: We, customers and companies alike, need to trust the people with whom we do business. Customers expect honest, straightforward interactions where their voices are hard. Companies work to inspire brand loyalty and deliver satisfaction while trying to understand their customers better. It is evident that we all have a crucial stake — and responsibility — in transforming the adversarial tone that all too often dominates the customer experience.
Anyone can sign on to the Pact and we encourage you to do so!