Creating Value Then Profit

Shane, an attendee from the first Elite Retreat, posted about they failed to put the customer first

Just remember how Google got their edge. It wasn't just pagerank and better search results, it was refusing to go the portal route, with intrusive advertising, and instead trying to figure out how to create a better user experience with advertising. Making ads non-intrusive and useful to their real customers was one of Google's biggest breakthroughs. (They will forget that at their peril.)
...
Today, you need to ride the wave of commoditization in both hardware and software, and build your value in new ways. Understanding those new ways is the heart of Web 2.0. And a big part of that is putting the user first.

Joel Spolsky recently wrote a great article offering Starting over with customer service:

I think the single factor that is killing this process and that is under the company's control is this: the desire to perform all customer service in real time.

Suggest a Correction

Found an error or have a suggestion? Let us know and we'll review it.

Your Name *

Your Email *

Correction Details *

Submit Correction