The Golden Rule of Great CX Think Like a Customer, Act Like an Owner

Back in the mid-90s I worked for an electricity supply company in the Southwest of England. At that time the company was going through the final throes of privatization and it was bought by a major US energy company. The new owners instigated a business improvement program around what it referred to as the The Golden Rule. TheGolden Rule was based on the following: “Think Like a Customer, Act Like an Owner.” All company staff, including those in the field, were....

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