As corporations seek new ways to connect with customers, I set out to uncover insights from some of the top CEOs. Interestingly what emerged are some unexpected answers, like the value of simplicity and the power of the handwritten letter – both of which have elevated in importance in a complex fast-moving digital world.

Specifically, on June 7, 2012 I held a discussion with three CEOs who are leaders in connecting with customers: Bob Evans, CEO, Churchill Downs which hosts the seminal customer event with over 165,000 people — The Kentucky Derby; Dan Hesse, CEO, Sprint Nextel who The American Customer Satisfaction cited as the #1 most improved service company in America over the past 4 years in their evaluation of 47 industries; Tom Fricke, CEO, HMSHost, a 115 year old brand with 34,000 employees who serve over 1 million customers a day through the ownership and operation of most major retail and food & beverage at roadsides and in airports. My co-moderator was Ron Frank, who heads up internal strategy at IBM.

Les mer hos Forbes: http://www.forbes.com/sites/robertreiss/2012/07/09/best-practices-in-exceptional-customer-service-top-ceos-share-insights-including-handwritten-letters/