Feb 08 2022
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Customer satisfaction is low. What’s worse, we can’t just blame COVID for the problem. Sure, COVID is part of it, but, surprisingly, this problem has other causes. Not only that, but a recent report from the American Customer Satisfaction Index (ACSI) suggests that only 30 percent of companies tracked by ACSI improved their score—since 2011. That means that 70 percent of companies either had flat results or saw a decline in customer satisfaction.

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About The Author

Jeb operates Dasteel Consulting and the Customer Strategy Alliance, focusing on advising Chief Customer Officers and helping organizations develop or refine their customer strategy. Jeb served as the global Chief Customer Officer for Oracle from early 2008 to September 2019. In this role, he: Worked with the Chief Executive Officer, Board of Directors, and Executive Committee members to implement enterprise goals for all elements of the Oracle customer strategy: customer acquisition, customer retention, ease of doing business, customer engagement, customer adoption, customer value, and brand advocacy.

jeb.dasteel@dasteelconsulting.com
amir.hartman@dasteelconsulting.com

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