I am just revisiting my book Customer is King – how to exceed customer expectations.
Written in 2001, published in 2002, several thing struck me as I re-read the book:
1. Back in 2002, few people took customer service and the customer experience too seriously. At best, most people were simply paying lip service. Maybe I was ahead of my time.
2. It is a marketing book. 10 years ago the notion of customer service was embedded in a no-man’s land between Operations and Marketing and Sales. No-one seemed to own it. There was no Director of Customer Service or a Customer Service Department. Now it is a subject in its own right. It has come of age.
See on robert-craven.blogspot.com