Customer focus: no progress in ten years?
In a recent post on CustomerThink, Bob Thompson shared his experience with AT&T and Colin Shaw made the following comment:
“No progress in ten years…
I am sorry to say Bob but this doesn’t surprise me. I used to work for BT before setting up Beyond Philosophy ten years ago. In that ten years I don’t see a lot of progress on being more Customer focussed.
We have recently undertaken new research in Telecoms. The biggest surprise to me was when we asked Telecoms companies “Which Telecoms company do you most for CE ?” There was a deafening silence.
I can totally appreciate your feeling of ‘doubt’. This, unfortunately is a common emotion...





