Some of the best companies are obsessively focused on customer experience. Others get away without that focus b/c they’re monopolies, but if they don’t they’re ripe to get killed eventually. Kinda believe in ESG unironically. Cos that do good are robust to social reflexivity.
Definitely agree companies try to manufacture positive image with PR but I think that’s different than when your customers walk away delighted to have done business with you. The more superfans a co has the better, I think.
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that's what I'm saying, obsessive attention to customer experience pays off massively (and it's taken for granted in startupland this is a huge point of leverage startups have over giant incumbents)
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but this is basically unrelated to feelgood "social impact" stuff like carbon offsets and supply chain transparency or whatever
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