This Executive Update proposes a five-layer customer engagement stack — running from customer dissatisfaction through customer satisfaction, customer delight, customer success, and finally partnership. The maturity level of an engagement between a service provider and a customer is a function of the attitude of the people working with the service provider and the perception formed by the customer.
Executive Update
Building Trusted Partnerships with Customers
Posted February 22, 2018 | Leadership |
About The Author
Aluru Chandra has 25-plus years of experience in the IT industry. He specializes in designing learning interventions for leadership development and works with project managers and delivery managers involved in IT services. Chandra writes on topics such as business insights, people development, and customer leadership. He tweets as @aluru_chandra.
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