Chapter . Who Stole My Customer??
What do you think? Are the lessons learned from IBM and other major companies and the key concepts discussed in this book critical to the future success of your business? How far have you actually progressed beyond good managers with good intentions? What would your customers say?
What if you were your customer?
Would your firm be your preferred provider due to the implementation of customer-centered initiatives? Enterprise-wide?
If you were the customer, what would be your ideal vision of this business? What changes might you expect to see made? How soon?
What if your company does not change, but your competitors do? What if they implement the customer-centric concepts in this book? What might your customers do then? ...
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