Rajesh Srivastava > Quotes

“Act with alacrity on customer feedback: Dissatisfied customers can email Jeff Bezos directly and he’ll forward the message to the right person—with one dreaded addition: ‘?”
― Rajesh Srivastava, The New Rules of Business: Get Ahead or Get Left Behind

“Occasionally, service is bound to fail. The acid test is how quickly it recovers. Nothing infuriates a customer more than being told, ‘I will have to check with my boss and then revert.”
― Rajesh Srivastava, The New Rules of Business: Get Ahead or Get Left Behind

“In times of change, learners inherit the earth, while the learned find themselves beautifully equipped to deal with a world that no longer exists.”
― Rajesh Srivastava, The New Rules of Business: Get Ahead or Get Left Behind

“Jobs, Jeff Bezos and Zappos intuitively leaned on one question—which I call ‘1 Central Question’ (1CQ)—to make decisions. When decisions are taken by referring to one lodestar (read: 1CQ), then there is consistency in decision-making and this has the power to put your company on the path of success. Does 1CQ Deliver Results?”
― Rajesh Srivastava, The New Rules of Business: Get Ahead or Get Left Behind

“Ask Customers for suggestions on how best to serve them: Let me get Marc Benioff, the CEO of Salesforce to weigh in on it. ‘In 2008, Howard Schultz returned to Starbucks as CEO, after being out of that role for eight years. The company had lost touch with consumers, and Schultz was determined to fix that. The first thing he did was create an app that asked customers how they thought the coffeehouses could be improved. The company consolidated the top ten responses and put them to a consumer vote. Then it implemented the top five fixes. The process engaged customers in the turnaround and helped restore revenue growth.’13”
― Rajesh Srivastava, The New Rules of Business: Get Ahead or Get Left Behind