If we are to reignite the economy, bring back jobs and really recover from 2009, we're going to only do it based on the success of American business. Concurrently, if American business is to succeed and prosper, it must fully embrace the idea of customer service. Multi-million dollar Super bowl ads are nice, but for the same cost business should be focused on taking care of and solidifying the customers they already have.
Joseph Jaffe understand this and he spells it out in his new book
Flip the Funnel: How to Use Existing Customers to Gain New Ones.
My conversation with Joseph Jaffe:
