How to Get Things Done

Colin Shaw

Chapter 9 in The DNA of Customer Experience, 2007, pp 135-145 from Palgrave Macmillan

Abstract: Abstract Before I started Beyond Philosophy, I had spent all my working life in blue-chip companies. This has given me great insight to how things are really done in business. I remember a meeting I attended when working for one of the world’s largest telecommunications companies. At the time I was running global customer service for B2B customers, with over 3,500 people reporting to me. It was a monthly “top team” meeting. The team comprised mixed functions, sales, marketing, customer service, HR, and finance. Typically, we spent 80% of the time talking about sales figures, 15% of the time talking about the marketing programs that would get the sales figures, and, oh yes, there was customer service, which got about 5% of the airtime. As you can tell, it was very much a sales culture.

Keywords: Customer Satisfaction; Customer Service; Customer Loyalty; Senior Executive; Customer Experience (search for similar items in EconPapers)
Date: 2007
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Persistent link: https://EconPapers.repec.org/RePEc:pal:palchp:978-0-230-21081-3_9

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DOI: 10.1057/9780230210813_9

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