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It's critical for a small or medium-sized business to have strong customer service. The obvious reason is that the more you can help customers, the better value they can extra from your product, the more likely they are to use it and recommend it. But the hidden value comes from testing out needs that the customer does not know she or he has. A great customer service program fosters constant communication between a company and its customers. And what falls out of communication with lots of customers is an opportunity for the company to recognize patterns in the feedback (read: complaints!). Pattern recognition will help with a root cause analysis.
We all know that a disappointed customer will tell 20 of her friends about a poor experience. This can literally crush a small business. What’s often missed is that a business with a limited marketing budget can gain a huge – and loyal – fanbase by simply offering great customer service. You cannot afford not to treat your customers right!
Aaron Schwartz the co-founder and CEO of Modify Industries, Inc. The company’s first product, Modify Watches, can be mix-and-matched to allow individuals to customize their look. Prior to starting Modify, Aaron co-founded Refill Revolution, a sustainability startup that was acquired by True20. He earned his MBA at UC Berkeley's Haas School of Business and was a (very happy) strategy consultant before that. Modify has been featured by the Today Show (3x), the New York Times, Men’s Health, Self and many more publications. The products are in Best Buy, Amazon, and a few dozen small retailers.
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