CRM Guru Paul Greenberg: Purpose of Delight

The Big Themes:



A sprint to the finish line: Digital
transformation doesn’t just mean changes in our business
models. We’re seeing a fundamental change in our culture.


Truly engaging with customers: Not only you
are benefiting yourself, but you are also benefiting others –
and that’s true empathy.


Seven and a half billion people on this
planet: We all want to be happy, and that journey to
happiness is not a bad thing.


Amazon makes zillions of dollars with Prime:
If they say it’s going to be delivered on November 6th, and it
shows up on November 5th you go wow!



The Big Quotes:


“Ryanair CEO Michael O’Leary said, ‘If I had known that being
nice to customers would have worked so well, I would have done it
a lot sooner.’”


 


This episode is brought to you by BMC Software.


 


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