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

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The Power of the Platform

Key Customer CEO Question:

In the good old days, if you had a bad meal at a restaurant you might complain to the manager and seek a reduction in your bill or, more likely, just never return. Maybe the next day you’d tell a few coworkers about your miserable experience. I call a customer experience disaster like this a Fawlty Fiasco. “Fawlty” refers to comedian John Cleese’s classic British television show, Fawlty Towers. The innkeeper character he played, Basil Fawlty, was a bumbling, sarcastic, and generally lazy business owner who loathed his customers.

Fawlty Towers was the opposite of a Customer CEO establishment. ...