VOC TV: Creating a Perfect Customer Experience
Gina Scanlon interviews Martha Rogers, co-founder of Peppers and Rogers Group and 1to1Media, for the third episode of VOC TV. Martha discusses her new book Rules to Break and Laws to Follow: How to Beat the Crisis of Short Termism. Rogers gives advice on reciprocity, ‘do the right thing,’ regaining trust once it’s lost, earning it in the first place, defining culture, good leadership, and why Jet Blue manages to keep its customers.
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