Astute Planning, Flawless Execution,
Delighted Customers

Issue #140

Tuesday, February 3, 2009

Thriving While Others Hunker Down

This edition of our newsletter has a balance of content to help companies as well as individuals thrive in a difficult economic climate. First, we provide a recommended article recently published in the Wall Street Journal on preparing for more cutbacks. It closes with the topic of "Secure Your Job." Building on this, if you are in a position that in any way impacts the customer experience, then you are encouraged to read our recently republished whitepaper on Customer Advocacy. This whitepaper contains practical strategies and techniques on how you can lead a customer-focused change initiative by performing as an extremely effective Customer Advocate. Doing so will help your firm hang on to your single source of revenue (the customer) and improve operational performance. Making a significant contribution to these objectives will go a long ways towards securing your job. Feel free to give us a call if you need any assistance in achieving your objectives to increase customer loyalty and operational performance.

Recommended Reading

The reports are out...the economy is shrinking...and we're not on the upswing yet. In her Wall Street Journal article, Be Prepared for More Cutbacks, Anna Prior writes about the realities of future cutbacks, and offers some advice on weathering the storm.

Serving Those (Still) In Need

On Monday, March 2, 2009 the First Baptist Church of Hudson, NH will again be sending a team to Biloxi, MS to work with Habitat for Humanity to help rebuild the Mississippi Gulf coast. This area was ravaged during Hurricane Katrina in August of 2005. Nearly 267,000 homes in the Gulf Coast area were either destroyed or damaged in the storm.

Much has been done, but there still remains a great need. At its peak, FEMA placed 44,000 trailers in the area to shelter storm victims. As of June, the last 7,000 occupied trailers were closed, sending hundreds of poor desperately hunting for affordable housing. Katrina's devastation has dropped off the national media radar screen, but we have not forgotten. Rebuilding the infrastructure of the Gulf Coast is an ongoing process and there is still a great deal of work to do. Habitat for Humanity currently requires 1,000 volunteers a week in areas along the Gulf Coast.

Each team member has been deeply affected by previous trips and once again, we are thrilled that we can be a part of this project. You can play a part too, by praying for the team, which is made up of: Ellie Cropley, Al Daigle, Bri Daigle, Torre Daigle, Pastor Jim Harrington, Clarice James, Mike Ledoux, Bruce Mostrom, Terry Mostrom, Tony Rice, Jayce Stella, Jessica Surro and Craig Bailey. Please pray for our protection, safe travel, good health, and ability to bring much needed relief to those who need it.

We are also seeking financial donations. The cost of the trip will be approximately $5,000. Your tax deductable donation can be made securely at:

Thanks for your support.



+ Thriving While Others Hunker Down

+ Recommended Reading

+ Serving Those (Still) In Need



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More Satisfied Customers
Check out what some recent customers had to say about their experiences with Customer Centricity:

"We contacted Customer Centricity to help us increase business and launch our newly expanded building and property management services. I was very impressed from the start as they had us take a step back and provided an objective perspective and approach to meet our challenge. From our "kick-off" meeting through completion, they walked us through a step by step approach, always being very responsive and available for consultation. We looked at our customer base in a manner we hadn't before which helped us understand how our customer base could be harvested from within as well as approaches to effectively acquire new customers. The implementation of their approach was very successful and we couldn't be more pleased. I highly recommend Customer Centricity."

Peter M. Ciaraldi
Professional Building Services

About Customer Centricity, Inc.
We strengthen overall company performance through better service delivery and management.

We boost efficiencies in front-line customer service and technical support teams, order processing, fulfillment, field service, logistics and other key operations functions.

In short, we align the resources of your organization to exceed your customers' expectations in the most effective and efficient manner possible.

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5 Old Coach Road Hudson, NH 03051 (603) 491-7948