As promised, below you’ll notice that I’ve compiled a list of resources as mentioned during the CXO Forum on 3/13/14.
If you provided me with your business card after the session, you’ll begin receiving your Impeccable Customer Service (Quick) Tips starting Friday. By the way, Monday – Thursday you’ll receive my “tips” and every Friday it’s a customer-centric quote.
Note: If you did not provide me with your business card, you will not be receiving any additional information after today. If you prefer to receive periodic tips and/or articles on enhancing the “Customer Experience,” simply sign up in the green box (top right).
At your service,
Impeccability by Steve Dorfman (Free PDF Chapter)
Impeccability: How to Improve Recurring Revenues in Your Business (PDF of PowerPoint Deck)
The One Number You Need to Grow (Harvard Business Review Article, by Fred Reichheld)
The Ultimate Question by Fred Reichheld (Amazon)
Answering the Ultimate Question (TV Interview with Author (and CEO of Satmetrix) Richard Owen)
IKEA Increases Revenue by creatively Anticipating Customer Needs (Video)