The customer excellence enterprise : a playbook for creating customers for life

"The world is a very unpleasant place for customers. They no longer feel special. They no longer feel heard. And they definitely no longer feel valued. Throughout their daily lives, with emotions ranging from disappointment and disbelief to exasperation and rage, customers today are increasingly being forced to endure unprecedented levels of friction, effort, and "pain" in far too many of their interactions with companies. Whether it is being bombarded with intrusive marketing emails, soldiering through the emotional trauma of vacation-destroying airline cancellations or suffering through the indignities of inhospitable hospitality in hotels, restaurants, and hospitals, customers are right to feel that many companies are taking them for granted, treating them with indifference or hostility, and in some cases, outright contempt. Welcome to the End of WOW."--