Lane on… Cost of Customer Satisfaction

December 28, 2012 by Jim Lane

Satisfying customers is a costly process; some would say it costs everything.  That is, I have owners who tell me their entire business is configured around the idea of making customers happy!  Kudos to those men and women!  Diffusing customer [...]

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Lane on…Examples of Shock Proofing

February 27, 2012 by Jim Lane

Recently, GBQ hosted one of its CEO Exchange events featuring a panel made up of CEOs from three venerable Columbus anchor companies.  The panel discussion was about surviving the downturn and what the companies did to respond to the crisis.  [...]

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Lane on…Better together. Or not!

October 30, 2011 by Jim Lane

I winced recently for Netflix.  How did they decide on a course of action that lost them 800,000 customers?  …and where do they go from here?  I’m going to answer the second question first.  They are doing the right thing [...]

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Lane on…Mo’ Betta Bidness

September 26, 2011 by Jim Lane

If you’re plugged into the GBQ Redbank Advisors Profitable Growth Executive Breakfast Series, you’ve heard us talk about the power of your current customers for driving new business growth.  This isn’t about that.  This is about doing business with people [...]

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Lane on…Customer Satisfaction

April 26, 2011 by Jim Lane

“All we do, all day long, is what our customers are asking us to do. If they don’t ask for it, we aren’t in the business of doing it!” This is an all-too-familiar refrain.  But the truth is, everytime we engage [...]

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