CEO=CSR
The corner office is usually reserved for discussions about financial impact and revenue numbers. Yet more high-level executives are rolling up their sleeves and getting in the muck and mire of customer service. Craigslist founder Craig Newmark told Business 2.0 recently that he spends at least 40 hours per week on customer service, and can't understand why other businesses don't.
"American corporate culture seems to devalue customer service in a big way," Newmark said. " I say, go the other way. Do it right. Trust your customers. Give them power to do things right. Service costs will drop, and customers will become more devoted to your products and services. This ain't rocket science."
Sometimes even the little things mean a lot. At Bath and Body Works, the customer service call center is located on the first floor of the headquarters, right in the middle of the building. Pati Crowley, director of customer experience, says it makes a big culture difference that that it's right there for everyone to see, instead of hidden away from the rest of the employees. There, CEO Neil Fiske has what he calls a "shopkeeper mentality," where the customer is at the top of the strategic pyramid. He reads every customer letter sent to him and responds back personally. "It's a way to think big while acting small," Crowley says.
What do you think? Is there a trend emerging? How do executives treat customer service in your organization?
