Customer Royalty: To Whom Are You Speaking?

Here is an interesting tidbit, taken from the weekly e-newsletter from eCustomerServiceWorld.com (http://www.ecsw.com/):

STATISTIC OF THE WEEK: CUSTOMER IS KING?

“Customer is King”: 4,440

“Customer is Queen”: 29

Results of a Google search carried out by Stephen Farber.

SOURCE: Quoted by Tom Peters when he was presenting for us recently. Tom uses this figure in a section of his talk that deals with how women have the real power as customers, but that most suppliers are too ignorant to notice.

This is an important observation, as far too often, businesses get caught up in trumpeting worn-out cliches, instead of really thinking about WHAT they are saying, and to WHOM they are saying it.

So, who are your customers, really?  Who are the decision-makers?  Are your marketing, sales, and customer service messages speaking directly to them?

    — Chuck Dennis

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