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.
JetBlue Leading Customer Experience
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Extend Your Travel Experience Value Proposition
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Keep The Customer Focus in 2018
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When There is No Chat in Chat Support
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Service Design vs Customer Experience 2021
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Customer Experience Audit: Domino’s Making the Right CX Choices
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How Smart Do Humans Want AI To Get?
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2021 Customer Loyalty Strategy – Relationships over Transactions
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Contactless and Self-Service are Here to Stay
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3 Challenges of Hybrid Working and How to Overcome Them
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Customer Experience Trends – 8 Actionable Tactics in 2021
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Healthcare Whitepaper: Impact of Patient ‘I Wants’ in Healthcare
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Customer Experience Audit: Starbucks Bets On The Physical Experience
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Customer Experience Survey: Why Customers Are Not Responding
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CX Skills Builder: Own the Customer Experience
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Would You Pitch In To Save Toys “R” Us For Your Children To Experience? #ToysRUsGoFundMe
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Top CX Design Challenges in 2021
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5 Things You Can Do to Provide Excellent Passenger Experience in 2022
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How Facial Recognition Works for Your Customers?
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Where Should CX Sit at the Table?
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Think Strategically about Telehealth in 2021
Today, we examine telehealth strategy for an in-depth look at this 2021 customer experience trend. As we continue our conversation about why telehealth is here to stay in 2021, we…
What You Need To Do To Start 2018 Right
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Customer Experience Tips and Best Practices In 2017?
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Retail Experience Design of the Future
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What is Telemedicine? Keeping Medicine at the Heart
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When Not To Invest In Self-Service Technology?
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Do You Know Why The Iconic Brand Toys ‘R’ Us Closed Doors Despite All Our Memories? #RetailBlues
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Why I Don’t Love Chatbots
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Customer Loyalty Begins In-House
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Travel Experience Stories: How Not to Leave Customers Stranded
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Are You Ready to Go Exclusive with Jane, Your Digital Concierge?
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What is Customer Experience? What are the Faces of CX?
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Customer Experience Technology View of your Call Center
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Am I A Good Candidate For A Customer Experience Role?
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The in-person work office design that will bring your employees back
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Customer Experience Audit: Cadillac Scores Millennial Customers with Future-Forward Thinking
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How to approach Return-to-Office Resistance
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CX Skills Builders: You May Have a CX Job and Not Know It
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Paperless Customer Journey – JetBlue Deviceless Boarding
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How AI and the Future of Humanity will co-exist?
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Customer Journey Mapping Tools in 2021
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Empathy in Customer Experience
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Organizational Culture and Access to Information
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Coronavirus Travel: What Does Hospitality Mean Now?
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Customer Facing Experience: Communication and Hospitality
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CX Skills Builder: How to articulate your CX Value and secure your budget
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How ChatGPT Can Help with the Healthcare Quadruple Aim
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How Does Social Media Affect Customer Experience?
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Is AI Really The Answer?
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Bad Travel Experience
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Lessons Learned at the Forrester Conference: “Data is the New Sexy”
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Hospitality Experience and Why We lack Seamless Travel Experiences
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What Can Casino Consulting Firms Learn from Airlines?
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Customer Experience Design – How Do You Want Customers To Feel?
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Do You Know Where Your Inventory Is?
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How to Build a Customer-Centric Culture for Highly Effective Teams
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Return to Office – how to get it right in 2022?
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Let’s Get You Certified as a Customer Experience Professional!
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5 Ways to Leverage OpenAI for Customer Experience
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Customer Experience Best Practices for 2018?
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3 Cost Conscious Mistakes in Hospitality Implementation that Lose Money
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How to Conduct Effective Employee Surveys That Will Improve Your Business
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