What some of the top companies are doing to retain customers?

http://www.nytimes.com/2013/04/28/your-money/companies-that-get-customer-service-right.html?_r=1&

Some excerpts from the above article:

1) Philips refunded a customer after a bulb the customer bought stopped working after 5 months! Yes, when you back your sales with "Guarantees", you make sure you live up to the promises made. There is nothing more annoying for us as customers when we find out the companies used the "guarantee tactic" to lure them into a sale. I bet that the customer who got the refund has raved about Philips which got Philips amazing brand publicity and lots of customers.

2) Human Customer service with follow ups:  In the age of automation, I have met venture capitalists who cringe at the mention of human element needed to run a business. We are definitely not there yet, and like it or not, people sometimes like to talk to a business who they paid. It might be pre-sales, support or sometimes just to make sure how much they are going to be charged this month. West Elm in the above article got full points for customer service, talk about customer retention-they won customers for life.

3) Acknowledgement mistakes made and promptly correcting: We are humans, and everybody knows that, so do customers. Customer appreciate honest business, and they will always appreciate when a business accepts mistake made and does what is needed.

In case you are wondering why customer retention is such a big deal, then please refer to few pictures here http://keepcustomer.blogspot.com/2013/04/customer-retention-infographic.html

We Have A Road Map

I have taken permission to quote part of an email exchange with one of our long standing subscriber, who knows the meaning of patience and looking at longer term picture:

Adrian McMahon Stone	4:54 PM (20 hours ago)
to me

You have nerves of steel BB!

I feel like throwing in the bearish towel..with all the other bears.. a sure contrarian sign.

I will commence my ******* next week.

All the best

Adrian

To which I replied:

BB Finance <bbfinanceblog@gmail.com>	9:36 PM (15 hours ago)
to Adrian

But surely you are reading my Newsletters and Emails!
Did I not write about the BOYZ pushing SPX past 1600 about 10 days back and few times thereafter?
Everything is going according to plan.
No need for panic my friend.
Have a great weekend.
BB

Just to demonstrate that we are not flying blind. We are well aware of what is happening around us, risks and rewards and we are positioning accordingly. 

We do not believe in fancy charts although we execute our trades based on TA. And we are looking a much longer time frame. Mostly in months and years not in weeks, leave alone days. We are looking at what will happen in 2018-20 not next week. I know this is not for everyone and we get anxious / worried when a position initially goes against us. But then I have faith on my system and have seen it work better in longer term. That is why I am long grain today when no one loves it. That's why we went out of gold at $1660 over 2  months back and waited patiently before we get long again. Regular readers will remember our call for Apple many months back. 

Of course we have our share of misses but looking back, had I hold on to those positions for longer term, most of them would have turned winners.

On the whole the winners are far more in numbers and longer we wait in a position, better our rate of success.

People send email asking how to subscribe. I have quite a few selected subscribers who have been with me for long time. There was a time when I took sabbatical for a year and wanted to spend time writing  They have been with me since then. But now I am back to my high pressure  12 hours + day job and I really do not have much time for blogging, however much I love it. But I am committed to all my subscribers, that I should be able to reply to every question, every email, that they may have. All I want folks to know that there are alternative methods of investing, we do not have to hit every ball and score on every turn. I used to provide it free here in this blog but then folks do not value free stuff and most are looking for quick gain. So my style may not be suitable for all. Better to provide it to those who are on the same page with me.

I will close by repeating one of the old calls. That "Tectonic plates of the financial world" are shifting. If I would still be writing in 2018 and you would still be reading it, we will exchange notes about that call.

Safe trading , no, safe investing everyone.

Have a great weekend.