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Press Release

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 non-impacted customers.

"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 www.customercentricity.biz.

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 capabilities to:

  • Increase profitability

  • 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, www.customercentricity.biz

Note: “CRM Rx” and “Customer Service Rx” are service marks of Customer Centricity, Inc.

Meet our founder. View Customer Centricity President and Founder Craig Bailey in a recent video interview.


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