by: Sheri Blaho
We just spent the last couple of days with the entire staff of CS3 at our semi-annual company retreat. Our management team has always invested these days to continually improving our processes and growth of the firm.
This meeting's emphasis was on Customer Happiness. I use the word happy rather than satisfied as I just finished the book “Raving Fans,” which points out that satisfaction is really acceptance of mediocrity. We wanted to take a couple of days to lay a foundation for some projects to insure we consistently exceed client expectations and ultimately find that our customers are raving fans.
We identified several business process we are going to review and refine. In my department, sales and marketing, we are going to take some time with each of clients and find out what each of you would like from CS3. What do we need to do to make each encounter with us not just satisfactory, but something worth talking about?
So be ready for a phone call from us. We want to HEAR, loud and clear, what you have to say.