Sparkling service makes sticky customers

I hadn’t set foot in the store for three years. Yet the welcome I received felt like a homecoming. But I’m getting ahead of myself… Nine years ago, back when my husband and I lived in Boston, we bought our wedding rings at a boutique jewelry store called Kosmima. We...

Building the best customer database

Currently, I’m working with a client on reviewing customer databases, a.k.a. CRM (customer relationship management) systems. Right now, we’re investigating Sugar CRM. They offered me a 30-day trial of the software (a terrific idea to offer potential customers–a...

Relationship-based businesses win over more customers

Yesterday I went to my jeweler (Kosmima, Chestnut Hill, MA) to pick up a watch he was repairing. The owner/jeweler is great. His name is Pano and he is from Greece. He designs much of the jewelry he sells and is really nice and easy to get along with. My husband and I...

Staying in touch with customers

Today I got a call from the bank that holds my business accounts – Citizen’s Bank. I signed up for the account earlier this year in the local branch. They certainly made an effort to make me feel comfortable banking with them (even though my personal...