Wednesday, July 05, 2006

Seth's Perspective: How poor processes create disillusioned Customers

On June 12th, I wrote the article Customer: A Victim of poor Business Processes.

And today I looked up Seth Godin's blog, and got a perfect illustration on a poorly executed business process - The thing about coupons.

Seth's personal example re-iterates my earlier point of how businesses (consciously or otherwise), alienate their customers instead of attempting to create staunch advocates!

Mr. / Ms. CEO, I hope you understand the critical brand impact of the customer experiences Seth and I refer to.


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