Jim Berkowitz points out the recently published NYSE CEO Report 2008, subtitled "Putting Customers First." He summarizes, "This report, based on a survey of 240 CEOs of New York Stock Exchange listed companies, strongly emphasizes the increasing executive attention being focused on delivering an outstanding customer experience."

A company's success relies heavily on sales growth and customer retention -- maybe more so now than it ever has before. Brand and reputation play a key role in this, as do customer support services and relationship management professionals. CEOs this year see the customer experience as the keystone to business growth.

Jim comments that this research was completed in early 2007, abd notes from his own experience that "if anything the story is stronger today than when the survey was completed."