Comments on: Customer experience management must come from the top : an experience with Dr Pawan Goenka of Mahindra http://www.asitlive.com/customer-experience-management-must-come-from-the-top-an-experience-with-dr-pawan-goenka-of-mahindra/ Life Unplugged... Sun, 20 May 2012 06:33:37 +0000 http://wordpress.org/?v=2.5.1 By: vinay http://www.asitlive.com/customer-experience-management-must-come-from-the-top-an-experience-with-dr-pawan-goenka-of-mahindra/#comment-138 vinay Mon, 10 Nov 2008 10:40:49 +0000 http://www.asitlive.com/customer-experience-management-must-come-from-the-top-an-experience-with-dr-pawan-goenka-of-mahindra/#comment-138 There is a very old story of a customer having sent a letter complaining to the chief of the company. He received a prompt response from the PR department apologizing etc. To his surprise the letter had his original letter pinned with a comment pencilled "Send the SOB form no 5). Q.E.D. There is a very old story of a customer having sent a letter complaining to the chief of the company.

He received a prompt response from the PR department apologizing etc.

To his surprise the letter had his original letter pinned with a comment pencilled “Send the SOB form no 5).

Q.E.D.

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