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Why a Corrupted Service Covenant Has Made Customers Wired and Dangerous
June 8, 2011 - By: Chip R. Bell & John R. Patterson
“Today’s customers are already picky (all about value), fickle (reluctant to show loyalty), vocal (quick to comment on poor or indifferent service) and vain (only interested in tailor-made offerings). Armed with a computer and a network, the new normal customer becomes wired and dangerous if frustrated.”
The Hazards of Leading Culture Change
Aug. 12, 2009 - By: Chip R. Bell & John R. Patterson
"When great starts have poor endings, it can leave change pioneers disappointed, hard working organizers disheartened, and skeptics with proof they were correct all along. It makes the next initiative more challenging to launch and the next set of resistors more defiant. However, without needed change the organization risks losing

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