CX & Customer Success resources

The Finland-based communications firm Nokia made news last week in what appears to be a significant change of strategy to stay alive.  Perhaps the most important piece of news was lost in all the noise.  First, here’s a good summary of Nokia’s current state.  A statement from Nokia’s CEO:

 
“We too, are standing on a ‘burning platform,’ and we must decide how we are going to change our behaviour.” – Nokia CEO, Stephen Elop, Feb 8, 2011

 
Next, see how Nokia is starting to turn their once-mighty ship around by leveraging Net Promoter to become more customer-centric:

Is it too little too late?  Time will tell.  At least Nokia is taking some action.