Customer Centricity Founder to
Address Sloan School of Management Event
Highlights the Need for Preparation and Calm
Under Pressure --
Even in the Face of Terror
Hudson, New Hampshire, January 25, 2005: Customer
Centricity, Inc. announced its president and founder, Craig
Bailey, will be presenting at the Sloan School of Management, the
prestigious graduate-level business school of Massachusetts
Institute of Technology (MIT). The presentation will focus
on how organizations must be ready for the even the unthinkable --
a terrorist attack.
Mr. Bailey was
formerly Vice President of Customer Care at Genuity, a leading
Internet Service Provider (ISP). Here, he was responsible for
responding to service interruptions during and after the attacks.
He led the service restoration efforts for Genuity's customer-base, post 9/11.
He ensured that
corporate resources were marshaled in a timely manner to restore
services as quickly as possible to customers impacted by the
event, while delivering the same quality of service to
"The events of 9/11 will forever be burned in people's
minds, " said Mr. Bailey. "As the dust cleared, the
world witnessed that Americans can not be held down and many of
our customers wanted to -- needed to -- get back to work.
The work we did in the days and weeks that followed the attacks
demonstrated the results that a dedicated and committed team can
deliver. I am so proud to have led the restoration team and
am excited about sharing this experience with students at Sloan."
For more information about this topic or event, please visit
the Customer Centricity website at
About Customer Centricity, Inc.
Customer Centricity, Inc., is a business consulting firm that
works with companies to align their resources to exceed customer
expectations in the most efficient and effective manner possible.
We leverage our real-world experience to help our clients
continuously improve their service delivery and management
Improve customer satisfaction and retention
Increase operational efficiencies
Improve employee satisfaction
Customer Centricity optimizes the interaction between people,
process and technology in several ways:
Comprehensive assessment methodology to identify the actions
that will yield our clients the greatest return
Skills Training to enable customer-facing personnel to
deliver exceptional levels of customer service
Design and Implementation of business processes to serve the
customer and manage corporate resources in efficient, effective
and consistent manners
Identification of the appropriate business processes to
automate, enabling companies to get the most from their
investments in technology
Customer Centricity’s approach is to work closely with our
clients to help them understand what they are doing right, and
their opportunities for improvement. We provide pragmatic
recommendations that provide immediate benefits, and we drive
continuous improvement programs to help our clients realize
significant return on investment in a very short period of time
(measured in weeks, not months or years). To learn more about
Customer Centricity, call 603/491-7948 or visit our web-site,
Note: “CRM Rx” and “Customer Service Rx” are service marks of
Customer Centricity, Inc.