Is Your Company Rulebook Costing You Customers?
Monday July 9, 2007
Is there a time to rid your company of the rulebook in order to increase consumer satisfaction and enhance the customer experience. A rulebook should never replace the common sense of customer service and relationship marketing. Learn how some companies didn't bend the rules and lost customers because of it. After reading these scenarios you may just find yourself revisiting your own rulebook and policy manual.
This was a very good article and right on the money. We really need to understand why we are in business, and what business we are in before we start creating rules. Even the most efficient companies don’t last when it has no customers.