More from Mulcahy: Listen to Your Customers & Help Them
As I mentioned in my last post, Xerox CEO and chairman Anne Mulcahy will have some fascinating insights to share when she speaks at Mplanet 2009 in January. In a Q&A with her in the Oct. 15 issue of AMA’s Marketing News, she touches on a program Xerox uses to keep in touch with its customers – and I mean really keep in touch, not just pay lip service to the concept like many companies unfortunately do.
At its headquarters in
Speaking about calls that come in, Mulcahy says, “as you might guess, these are not happy customers.”
Convert an unhappy customer to a satisfied one and you have a brand advocate for life, word-of-mouth marketing gurus always say. Xerox apparently believes that and is doing it every day.
“It all boils down to making it easy to do business with us…delivering a consistent client experience worldwide,” Mulcahy explains.
Veteran business journalist John N. Frank is editorial director of AMA’s Marketing News, Marketing Management, Marketing Health Services and Marketing Research. He has also started or relaunched a variety of magazines, newsletters, and Web sites in his more than 30 years in journalism.
Posted by John Frank on October 10, 2008 2:59 PM | Permalink | Comments (0) | TrackBacks (0)
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