May 8, 2007

Customer experience

This is a interesting thought that has been going through my mind lately. Every touch point in the organization interacting with our customer has to be part of our customer experience as a whole, all around it's got to be A-1, sales, delivery, news letter, presentation, interactions... To confirm the importance of this I was at a breakfast last Friday, Steven Beckta from Beckta fine dining was talking about customer service excellence. What I took away from that talk is that even if we are a software services business, there is a heck of a lot of things the hospitability business can teach us all in the tech business. The whole organization must be empowered to make the customer experience something our customers will rave about - and this is true for any types of businesses. Customers referrals are worth gold - they bring lots of potential business your way.

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