Fritz Lehman is passionate about customer care. As Chief Customer Officer, he leads a division of more than 2,000 employees dedicated to ensuring customer satisfaction and providing seamless customer support. Topics that interest him include excellence in leadership, fostering trust and building great teams.
If you’re familiar with the SAS story, you know that we have deep roots in academia. But our CEO Jim Goodnight has always known that roots aren’t enough to achieve incremental growth. You also have to plant seeds. Analytics alone can’t drive change, help businesses succeed and make the world
When I joined SAS nearly 32 years ago, I didn’t set out to be its first Chief Customer Officer (CCO). I made it here by setting small goals for myself over the years, sharing those goals and attaining them step by step. It’s been a lot like training for a
Do you ever stop and think about why it’s so hard to get really great customer service? As consumers, most of us are making transactions all day long, but it’s rare that someone actually surprises or delights us. More often, we rack up negative experiences. Think of what it’s like
I’m still old school enough to enjoy reading the local News & Observer on weekends. I even like flipping through pages that leave my fingers smudged from newsprint. I was reading an editorial piece a while back, and a phrase leapt out at me. A correspondent wrote, “We are in
There’s a restaurant here in Raleigh called the Angus Barn. It’s one of my favorite places to eat and unwind after work. They’ve got top-notch steak and quality cold beer, but what really sets the place apart is the customer experience they provide. There’s a cigar room in the back
For those of you who are classic rock fans, you may remember Alice Cooper’s title track “School’s Out for Summer” on the album “School’s Out.” That song captures students’ excitement of a taking a hiatus from the classroom. But for professors, summer is a time to continue their own education
I speak with executives in every industry – in companies big and small – and they all have the same challenge: They’re overwhelmed with data. The problem? There’s a huge gap between the amount of data they possess and the number of employees who can analyze it. This lack of
At SAS, we’re proud to have customer satisfaction rates reaching up to 90 percent – that’s among the highest in the industry. But we didn’t get there by resting on our laurels. Our customers expect the best from us, and we want to deliver. To that end, we’re making a
