On being customer-centric

EXPAND & DISRUPT

A while back, I talked about one of the hardest areas of business in which to measure your return on investment  is customer service. It’s not easy to put a value on going the extra mile to deliver a wow experience. But as customer service becomes less about expectations and more about experiences, and as technology and consumer patterns evolve – so must the way we engage our customers.

So maybe the better question to ask now is, can you can afford not to?

One of our customers ordered a banner to proudly display at Jeter's last home game at Yankee Stadium. He was so proud that when he saw it on the Jumbotron he wanted to share it with us. Forever our captain! One of our customers ordered a banner to proudly display at Jeter’s last home game at Yankee Stadium. After the game, he sent us an email: “Thank you for the awesome banner! It was on TV all night at Yankee Stadium and even made it on to Sports Center!”

In a client-facing industry, being customer-centric is crucial. Your customer has dozens, if not hundreds, of other companies just…

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