MDG February 2010 Networking - Customer Service for Startups and Beyond: How to do It Right

Newton, MA, January 26, 2010 --(PR.com)-- In today’s fast moving world, there is an ever-increasing number of startups with great technologies whose primary focus is selling the product and growing the customer base. Often, building robust business processes for "after-sales" activity from the ground up is overlooked. As a result, customers are not happy with the supplier and, in many cases, their dissatisfaction suppresses new product sales growth and consumes valuable technical and management resources in solving problems that are escalated to senior management.

This creates two additional problems that can adversely affect the business: low customer loyalty and the missed opportunity of creating a long-term (life of the product) revenue stream. Both have tremendous financial impact. Customers that are not loyal do not continue to purchase new products and, as soon as practical, will defect and will tell other potential customers about their dissatisfaction. Missing out on the creation of a revenue (and profit) stream will affect short term financial performance and the valuation of the business in the long term. Carefully considering and including a viable customer service strategy in the business / strategic plan will result in a much higher probability of business success.

Speaker:
Jim Faber, Principal, J Faber Consulting, Dover, NH
Jim has over 30 years of experience in the analytical instruments and process control business of Thermo Fisher Scientific. During that career, he has held virtually every position possible in the customer service field, from entry level service rep to vice president of service. Additionally, he has held senior management positions as general manager of Thermo Jarrell Ash and president of Thermo Elemental, manufacturer of AA, ICP and ICP-MS instruments.

Jim’s passion is customer service. He is a Customer Experience Management Executive with a broad knowledge of and leadership in customer service program development and execution, delivering double-digit revenue growth and streamlining organizations to control cost and improve processes. Jim has expertise in improving customer loyalty and reducing customer defection by delivering "Best in Class" service throughout the product life cycle.

As a skilled leader in the development of customer loyalty and Net Promoter Score measurement, Jim has a strong history of developing robust business analytics and driving productivity improvements. Currently Jim has his own consulting business, leveraging his core competencies by assisting companies in all areas of Customer Experience to increase service revenue while improving customer loyalty and repeat business.

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