
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.
thepetrovaexperience

4 Career Tips to obtain a Customer Experience Role
In honor of the 4th of July, we are rounding up 4 career tips for CX professionals. Set aside some time during the break from work to take stock in your CX career and evaluate the steps you need to get to the next level.

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Why You Need Culture Not Call Center Training for Customer-Centric CX
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Customer Experience Audit: New York Times Beats Google
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Let’s Get You Certified as a Customer Experience Professional!
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Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
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Can One Email Build Loyalty? #MYWESTELM
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Am I A Good Candidate For A Customer Experience Role?
People often ask me what experience they need to be a good fit for customer experience roles.

A Customer Experience Strategy will Define Your Success in 2021
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Customer Experience ROI. Is It Worth Doing?
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When to Cut Your Losses
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Customer Experience Audit: Mobile Provider Eliminates Remote Workforce
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Customer Experience Survey: Why Customers Are Not Responding
When you solicit customer feedback sometimes matters more than how you ask the questions. In the case of a survey about new biometrics boarding initiatives my team and I created for JetBlue, we had a list of feedback that was most important for us.

Culture Starts at the Top
Without a leader who believes that today’s business success is about acquiring and retaining customers, you cannot even begin the process of building a culture. Leaders who are passionate about the customer are also passionate about creating culture and employee engagement.

Telehealth is Here to Stay
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Healthcare Experience Horror Story
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What Can Casinos Learn from Airlines?
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How Smart Do Humans Want AI To Get?
Earlier, we covered the basics of AI and what it is in theory. Today, we talk more about existing practical applications of AI and more examples of artificial intelligence. And…
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