May 15, 2007

Brilliant Client Service: It’s Not Just for Peaceful Revolutionaries Any More!

Brilliant Client Service:  It’s Not Just for Peaceful Revolutionaries Any More! I just read this quote, attributed to an unlikely source, Mahatma Gandhi, in an annual report from InfoUSA, one of the biggest public companies in our industry: A customer is the most important visitor on our premises. He is not dependent on us.  We are dependent on him. He is not an interruption in our work.  He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so. This quote is widely believed to actually be from Gandhi, despite questions about that authenticity, at least according to one expert. But boy is the content spot on.  We literally just finished developing something we call the Return Path Client Promise a few weeks ago, which you can see here.  The trick to getting something like this to work is that it has to be truly genuine and come from within, not from on high.  Our marketing, sales, and account teams worked diligently over the course of a couple of […]


May 10, 2007

In the Land of Too Many Conferences, This is a Good One

In the Land of Too Many Conferences, This is a Good One It’s rare that I’m sad to leave a conference — usually I can’t leave fast enough.  But such is my mood today leaving Mediapost’s third Email Insider Summit. Our industry is way over-conferenced in general.  I’m guessing that our company’s full conference calendar has 40+ events on it over the course of a year.  It’s more than we can afford to exhibit at, participate in, speak at, attend.  We do our best, and what money we spend is much more carefully monitored and measured than it used to […]