Your Customers Have Questions, But Are You Actually Listening?

One CEO this contributor knows spends two weeks a year in his company’s call center, talking to customers directly. “Our company,” the CEO’s voiced boomed cheerfully at the company’s annual leadership conference, “is an industry leader in customer experience. I’m immensely proud of your efforts in establishing our global reputation for innovation and customer-centricity.” As the applause of the 300 or so company managers began to die down, I glanced at the executive vp sitting next to me. She appeared to be choking on some arugula…

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