Customer care? That offer is over!

Posted: Tuesday, Jun 24, 2008 at 2344 hrs IST
Updated: Tuesday, Jun 24, 2008 at 2344 hrs IST

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Wanted: CEOs from India

: oiliest of oily voices: ‘It is when we fall below our customers expectations. Good service exceeds customer expectations, bad service falls below customer expectations.’ A gasp of recognition of this truth followed by rapturous applause. Every guru was spouting this and soon mission statements started to include ‘to exceed our customers’ expectations’.

—Reprinted with permission from Wiley India

Book: Brand Vision: Writing On The Wall

Author: Geoff Burch

Price: Rs 249...

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