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Customer CEO: How to Profit from the Power of Your Customers by Chuck Wall

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1

Stop, Look, and Listen

Key Customer CEO Question:

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What would you do if you had lost eight hundred thousand customers and $11 billion of your investors’ money in a period of a few short weeks? Hold a press conference to issue a heartfelt apology? Relocate to an undisclosed location? Resign in disgrace?

None of those were viable options for Reed Hastings, founder and CEO of Netflix. Upon suffering one of the worst business debacles in recent history, he chose to provide a nonresponse via an unfunny joke he posted on his Facebook page: “In Wyoming with 10 investors at a ranch/retreat. I think I might need a food taster. I can hardly blame them.” ...

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