A recent video on Business on Main – Cool Runnings – profiled Zane’s Cycles based in Connecticut. Zane’s Cycles focus in on the customer and, in particular, creating lifelong customers. I particularly enjoyed this video because it emphasizes a point I’ve been making for a number of years – it is ALL about the [...]
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 By Gina Abudi, on September 21st, 2011 We received an email from the Co-Founder and CEO of Netflix recently apologizing for their approach to their business and its effect on their customers. The subject line: “An Explanation and Some Reflections.” Reed Hastings (Co-Founder and CEO) starts off the email noting that he has received feedback over the past 2 months that [...] Print This Post
 By Frode Heimen, on August 30th, 2011 Customer service is the backbone of any organization. Location might be important, your product might be important, your skills might be important, but without customers you’ll fail. In this article I am going to write about customer experience and how organizations should think to become customer centric.
Who contributes to customer experience? [...] Print This Post
By Gina Abudi, on May 5th, 2011 I was in a coffee shop in downtown Boston the other day and was shocked by the attitude of the person behind the counter to the customer in front of me. The customer in front had her small child with her – the little girl was maybe 5 or 6 years old. The customer [...] Print This Post
By Gina Abudi, on April 27th, 2011 By building strong relationships with your customers you can do a better job of meeting their needs and keeping them with your business rather than moving off to the competition. Try these simple techniques to build stronger relationships: Take your customer out for coffee or lunch at least once a quarter just to “catch [...] |
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