|
|
Article: How IBM slam dunked the market with its "customer service" rebound shot
- Article from:
- Greater Lansing Business Monthly
- Article date:
- March 1, 1997
- Author:
CopyrightCopyright Greater Lansing Business Monthly Mar 01, 1997. Provided by ProQuest LLC. (Hide copyright information)
|
Call IBM's James W. Butler, III, and you might get a voice mail recording that ends, "--and remember, I am indeed focused on customer satisfaction, and I will fight for the customer's delight."
Chances are that Butler, senior location manager of IBM's Lansing office and business unit executive overseeing federal, state, and local government systems in Michigan, Ohio, and Kentucky, will be out visiting with customers, asking them questions, and listening to their answers.
Butler's focus on customer satisfaction is not unique these days at IBM. The company that introduced corporate America to the computer nearly lost its respected standing in the 80s when its marketing focus shifted too ...