To read the full chapter, download this .pdf copy of "
About the book: In Inspire! Why Customers Come Back, Champy discusses how to engage a new generation of customers who value transparency and authenticity and how to reinvigorate your company in the face of brutally tough and creative competition. Through a series of original case studies, Champy attempts to solve the most challenging problems companies face today: making customers stick and improving customer service satisfaction.
About the author: Champy is chairman of Perot Systems Corp.'s consulting practice and also head of strategy for the company. He is responsible for providing direction and guidance to the company's team of business and management consultants. Champy has also authored numerous books, including Outsmart! How to Do What Your Competitors Can't.
For more insights from Champy, check out this video interview featuring his comments on IT innovation in an economic crisis.
This was first published in June 2009