Rick Franza: Redefining the purpose of a corporation
The traditional purpose of a corporation has been, first and foremost, to maximize profits to increase shareholder value. While such a purpose has, in many ways, served companies and their investors well over many years, such a purpose can have some detrimental effects.
On the positive side, it protects the shareholders who invest their financial resources in the firm. By seeking to maximize profits, the corporation’s leadership (e.g., the CEO) ensures shareholders receive appropriate returns.
However, a singular focus on maximizing profit has the potential to negatively affect the corporation and many of its stakeholders. A short-term outlook also can lead firms to cut costs on customer service, employee wages and purchases from suppliers, all of which are likely to impact long-term success.
• Delivering value to customers; meeting or exceeding customer expectations.
Learn more about how to meet and exceed customer expectations
This article was published in The Augusta Chronicle.
Read the full text of the article here.
Customer Journey Mapping Tools in 2021
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Travel Experience Stories: How Not to Leave Customers Stranded
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How to Build Customer-Centric Culture
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4 Career Tips to obtain a Customer Experience Role
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Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
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Hiring Tips: Who Should I Hire First on My CX Team
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5 Tips to Create Great Customer Experience Design Strategy
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What Can Casino Consulting Firms Learn from Airlines?
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What is Journey Mapping?
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Patient Experience Trends in 2021 – Telehealth is Here to Stay
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Customer Experience, Self Service, and the Gift of Time
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How Facial Recognition Works for Your Customers?
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Liliana Petrova Talks Patient Experience in Healthcare Podcast
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Customer Experience Audit: Starbucks Bets On The Physical Experience
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Think Strategically about Telehealth in 2021
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Customer Experience Audit: Uber Bets On Self-Driving Cars With Big Volvo Purchase
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NYC Subway CX Kills Chivalry in the City
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Paperless Customer Journey – JetBlue Deviceless Boarding
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Bad Customer Experience
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Healthcare Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
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A Lot of Data, Not Enough Insight
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Culture Starts at the Top
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When There is No Chat in Chat Support
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What is the Real Cost of Employee Experience?
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Coronavirus Travel: What Does Hospitality Mean Now?
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Bad Travel Experience
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The ROI of Customer Experience Programs
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Is AI Really The Answer?
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A Customer Experience Strategy will Define Your Success in 2021
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Is AI Really The Answer?
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