Virgin Atlantic Airways has built a successful business for many reasons but a critical one is its relentless focus on serving the customer better than other airlines.
FORBES: Be Like Branson: Online Travel Needs to Put Customer First
That compares with a 26% gross margin at Amazon, whose founder, Jeff Bezos, is cited by Zhao as a personal inspiration for his belief in serving the customer.
FORBES: Suited-Up Online: Why China's Fashionista Websites Aim High (And Low)
Whereas serving the customer is a clear, crisp goal.
FORBES: Is Shareholder Capitalism Dead And Can We Have A "Stakeholder Capitalism" That Works?
Every great sales rep knows that the more she forgets her product, quota, and commissions and fanatically focuses on selflessly serving her customer, the more product she moves and the more commissions she makes.
FORBES: Warren Buffett and Cardinal Lamberto: The Two Best Kept Secrets to Success
Despite the impossibility of achieving good returns, there will be a plethora of actions to continue serving all the way to the very last customer.
Update: As Megan Kretz of Running Shorts points out in the comments, a smarter corporate strategy for responding to negative tweets is to reach out to the Twittering customer, rather than serving them with a lawsuit.
Thus, the costs of maintaining those networks remain in place, and every loss of another customer increases the average cost per line of serving the customers that remain.
FORBES: AT&T Moves Dramatically Towards 'Internet Everywhere'
Instead, they characterize the acquisition as involving 67 employees in Indiana and Utah, who have been serving a customer base of 8, 000 firms with 5 million users.
He told lawmakers on Feb. 5 he would "shred" the bank's self-serving culture by improving ethics, and start linking employee pay with customer satisfaction and other measures.
Prior to serving as a VP and Principal Analyst at Forrester for enterprise apps strategy and contract negotiations, he headed up the customer relationship management (CRM) analyst relations program for PeopleSoft.
FORBES: Monday's Musings: Why Customers And Prospects Expect Clearer Rules About Content Marketing
应用推荐