There are two kinds of businesses in the world

摘要

In his October editorial for Customer Interaction Solutions, Rich Tehrani wrote about companies that answer customer e-mail promptly and that he, and millions of others, were more likely to do business with companies that are responsive to online inquiries. He recounted a story of a woman who attended one of his speeches that became very upset with this idea. She thought that it was a "bad idea" that companies allow customers to "get used to" having their e-mail dealt with promptly. Clearly, people like this missed the basic lessons of business school: if you don't give your customers what they want, your competitor will. Wishing this away won't get you anywhere.