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The CEO and Customer Service
In my role working as a consultant, the biggest challenge I face is getting through to the CEO about the importance of customers and what it takes to serve them well. 
How could this be? As WalMart's founder Sam Walton used to say, "When you've got questions, ask the customers. They've got all the answers and all the money."
Don't get me wrong. Every CEO I know believes in the principles of serving customers well, and in developing strategies to do so. Most want a systemic and strategic approach to customer service.
What's missing? Authenically great customer service starts with the CEO, and not in principle. In real terms.
There is a wonderful article in Inc. Magazine by Norm Brodsky about JetBlue CEO David Neeleman.
It seems that Brodsky met Neelman on a JetBlue flight where Neelman, himself, was serving customers right alongside the flight attendants. According to the article, this is where Neelman gets his best ideas.
As busy as the guy is running an airline, he's not too busy to put front-line customer service at the top of his agenda once in awhile.
We can learn a lot from David Neeleman.
Posted on July 3, 2006 08:02 AM | Permalink
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