Be sure to catch Part I of this discussion

“The customer is why you exist. Why your company chooses to exist. If you don’t put them on a pedestal, if you don’t remind yourself, your team, your operations why you’re a business, why you’re here, you’re destined for fail.”

–Joshua Davidson, Six Customer Service Principles To Abide By

New, new, new, new…. We tend to grow the most excited over new things and to obsess over them, so it’s no surprise that startups focus tremendous energy on new customers. So much so, that a vey important player in the destiny of companies gets overlooked: existing customers.

Unforgivable as that might be, the good news, according to Dr. Deborah Hecker, is that “respect, empathy, good listening,...