Interview with Advisory Board Member John Cushman, VP Business, AT&T at the 2009 IQPC Customer Experience Summit
Is your customer experience making you money or costing you money? Are you a customer-centric leader who understands that engaged customers make a positive bottom-line impact? Hear from John Cushman, VP Business at AT&T about the business direct portfolio, and how they were affected by the economic impact. Cushman and his team looks at the user community and the "wifms" (what's in it for me?). Cushman discloses how the fact that it costs more to get a customer that you've lost then retain a customer so maintaining relationships and constantly proving to them on a day to day business is the key and solution set. What does a customer-centric vision look like? In this interview you will hear about the customer-focused vision at AT&T.