BOOSTING CUSTOMER SATISFACTION

A manager of an energy company wanted to increase the customer satisfaction rates. He joined a Peer Learning Cycle for individuals on customer satisfaction and met a manager from a travel company that had an inspiring best practice. The idea was to turn the organisation chart of the company upside down (flip the pyramid). Now the MD of the company was at the bottom of the chart and the employees at the top. This motivated the employees and resulted in a higher customer satisfaction. Instead of CEO-1 and CEO-2 levels. People started to talk about CEO+1 and CEO+2.

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