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I shouldn’t hold your breath.
As a consequence of the banking crisis I’ve come to the realisation that the chief executive officers and boards of our biggest corporations are nothing but employees of those organisations who look to bend the rules in order to get the maximum reward for themselves.
So while I doubt that the CEO of Enterprise is an enlightened soul who actually gives a hoot about the customer experience, or even improving car rental significantly, at least voting with your dollar and going elsewhere is going to hurt him at some level.
Give it enough time, and Twitter will down a few companies, I reckon – imagine if you tweeted this kind of experience to a big enough following. The crowd will follow the leaders, and the leaders are becoming publicly elected by popularity.
I think the companies that will do well over the next 25 years will be those who focus on delivering a great customer experience and engaging with the public via social networking. Just look what’s happening in Iran and the role that Twitter/FB etc have played there. It’s a fast changing world and a dangerous one for dinosaurs now.
Hmm, seems I should [/rant off] now!
Great blog,
Lee
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