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

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EPILOGUE

Dear company,

I’m not sure what got your attention, but you’ve changed. I can tell by the way you have begun to treat me. Lately, I can tell you are paying attention to the little things. It’s like you’ve been listening to my friends and me as we’ve been talking to each other. You rolled back those latest price hikes, and that surprised us. A little money goes a long way these days, so we appreciate it.

But we’ve also noticed a different tone. When I called with a billing question yesterday, the person I spoke with actually seemed to care. He wasn’t rushed and we had a real conversation. He agreed that I had a good point and he corrected it in my favor on the spot! He not only said yes, I think he actually broke the rules. I’ve already ...

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