Monday, October 01, 2007

CEO SURVEY SAYS: CUSTOMERS COUNT

Martha Rogers writes a great piece in this week's 1to1Weekly enewsletter about the recent NYSE CEO survey...in short, customers matter!

Some may see this as a duh! finding but ask yourself as a marketer when is the last time you dug into your organization's customer experience. Many marketers tend to forget customers, if you are one now is the time to remember them.

The article is packed with other interesting findings...here is some of Martha's article.

CEO SURVEY SAYS: CUSTOMERS COUNT
By Martha Rogers, Ph.D. (Source: 1to1Weekly)

After years spent dealing with issues revolving around governance and regulatory changes, CEOs at public companies are focusing more on a long-overlooked aspect of their business: customers.

That's one of the main conclusions drawn from the third annual "NYSE CEO Report," compiled for NYSE Magazine by Opinion Research Corp. The survey collects data from CEOs of 240 of the New York Stock Exchange's listing companies.

"CEOs now have more of a chance to focus on what we all feel CEOs would, and should, want to focus on," says Jeffrey Resnick, president of Opinion Research Corp., "and that's their relationship with their customers."

For example, CEOs are planning greater investment (both budget- and time-wise) on managing customer relationships than in the past. The importance of sales growth -- driven by customers -- as a performance measure has increased by 11 percent since the prior study. And on the strategic side, brand, reputation, and investments in corporate social responsibility -- all focused on winning customers -- are increasingly important. CEOs continue to recognize the costliness of losing customers.

Read the full article at http://www.1to1media.com/view.aspx?DocID=30448

To find more about the NYSE CEO Report visit:
http://www.opinionresearch.com/news/NYSECEOReport2008.pdf

http://www.nyse.com/about/publication/1186482309909.html

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