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The MOST announces new board members
SYRACUSE — The Milton J. Rubenstein Museum of Science & Technology (MOST) recently announced that four new members have joined its two boards. New members on the MOST’s Board of Trustees serving three-year terms are Miriam Gillett-Kunnath, assistant professor of chemistry at Syracuse University’s College of Arts and Sciences, and Lemir Teron, assistant professor of […]
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SYRACUSE — The Milton J. Rubenstein Museum of Science & Technology (MOST) recently announced that four new members have joined its two boards.
New members on the MOST’s Board of Trustees serving three-year terms are Miriam Gillett-Kunnath, assistant professor of chemistry at Syracuse University’s College of Arts and Sciences, and Lemir Teron, assistant professor of environmental studies at SUNY College of Environmental Science & Forestry.
New members of the MOST Foundation Board of Directors serving three-year terms are Heather Feng, global consultant at IBM, and Tom Schneider, president and CEO of Pathfinder Bank.
The MOST says it is a science and technology museum for people of all ages, seeking to inspire learning through hands-on education and entertainment.
The MOST is regularly open 10 a.m. to 4 p.m. Wednesdays through Sundays. It’s also open on Mondays for holidays and local school vacations.
Maher reflects on Adirondack Scenic Railroad’s growth as she prepares to leave
UTICA, N.Y. — As she gets ready to depart for another railroad job in Washington state, Bethan Maher, executive director of the Adirondack Rail Preservation Society for the last five-plus years, is thankful and optimistic about its future following strong recent growth. The Society operates the Adirondack Scenic Railroad, a tourism attraction that links the
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UTICA, N.Y. — As she gets ready to depart for another railroad job in Washington state, Bethan Maher, executive director of the Adirondack Rail Preservation Society for the last five-plus years, is thankful and optimistic about its future following strong recent growth.
The Society operates the Adirondack Scenic Railroad, a tourism attraction that links the Mohawk Valley and the Adirondack Olympic Region of New York state.
Ridership and new events have helped drive ticket revenues up 60 percent in the past several years, Maher tells CNYBJ.
“My time with the Adirondack Scenic Railroad has been an incredible learning experience; it has been a privilege to learn from and work with our board of directors and volunteers. Over the past several years we have aggressively restructured and reinvented the organization,” she says.
Maher expressed optimism for the railroad’s future.
“The Adirondack Scenic Railroad is an integral part of the communities it serves and will continue to grow events and special excursions. Ridership will continue to increase as the quality and quantity of service offerings grow,” she contends.
Maher is leaving the organization to head up the Mount Rainier Railroad and Logging Museum in Elbe, Washington — about 20 miles from Mount Rainier.
Her last day at the Adirondack Rail Preservation Society will be March 1. Her first day at the new job will be March 15.
Tough shoes to fill
“Bethan has made an enormous contribution to the success of the Adirondack Scenic Railroad,” Bill Branson, chairman of the railroad’s board, said in a news release, adding Maher will be difficult to replace. “This new challenge is a compliment to Bethan’s work ethic and the success she has helped to make happen in our operations in the Mohawk Valley and the Adirondacks,” he added.
A search for new leadership has begun, Branson said.
Mount Rainier Railroad and Logging Museum, where Maher is headed, is part of the American Heritage Railways. That privately owned company operates three railroads — the Durango & Silverton Narrow Gauge Railroad, the Great Smokey Mountain Railroad, and Mount Rainier Railroad.
The Adirondack Rail Preservation Society has been at the forefront of efforts to preserve railroading in the Adirondack Park, fighting in court to prevent the state from tearing up railroad tracks to convert rail beds to hiking and biking trails.
The operation is known for fall foliage tours and the Christmastime “The Polar Express” train ride.
Contact McChesney at cmcchesney@cnybj.com
Two CNY businesses receive veteran-owned business certification
The Office of General Services (OGS) announced that two local businesses recently earned certification as a service-disabled veteran-owned business (SDVOB) by the OGS Division of Service-Disabled Veterans’ Business Development (DSDVBD). The first company is Precision Systems Mfg. Inc., which is located in the town of Clay and makes precision machined, fabricated, and welded parts and
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The Office of General Services (OGS) announced that two local businesses recently earned certification as a service-disabled veteran-owned business (SDVOB) by the OGS Division of Service-Disabled Veterans’ Business Development (DSDVBD).
The first company is Precision Systems Mfg. Inc., which is located in the town of Clay and makes precision machined, fabricated, and welded parts and assemblies. The second business is Todd Alan Torrance, dba Zero Point Aerial and Zero Point Audio, located in Syracuse, which specializes in aerial photography.
The state also certified 11 other businesses around the state.
DSDVBD was created by Gov. Andrew Cuomo in May 2014 with enactment of the Service-Disabled Veteran-Owned Business Act. The law promotes and encourages participation of SDVOBs in state public procurements of public works, commodities, services, and technology to foster and advance economic development in the state.
As of Jan. 12, 2018, a total of 419 SDVOBs have been certified across the state.
More information on the program and the certification process can be found at http://ogs.ny.gov/Core/SDVOBA.asp.

Chemung Canal Trust names Fariello president of its Capital Bank division
ELMIRA — Chemung Canal Trust Company recently announced it has named Daniel D. Fariello president of its Capital Bank division, which operates in the greater Albany area. Fariello, who joined Capital Bank in December 2013, currently serves as senior VP, commercial loan manager, and market executive of the banking company for the Capital Region. “Dan
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ELMIRA — Chemung Canal Trust Company recently announced it has named Daniel D. Fariello president of its Capital Bank division, which operates in the greater Albany area.
Fariello, who joined Capital Bank in December 2013, currently serves as senior VP, commercial loan manager, and market executive of the banking company for the Capital Region.
“Dan is a strong leader who is well respected inside and out of the bank,” Anders M. Tomson, president and CEO of Chemung Canal Trust, said in a news release. “He has been a tremendous advocate for the bank and has been instrumental in our significant growth in the Capital Region.”
In his new position Fariello will oversee the entire bank’s operation in the Capital District and join Chemung Canal Trust’s executive management team.
He has more than 16 years of banking experience, including on the commercial lending side of the business. Prior to joining Capital Bank, he was a relationship manager and VP at First Niagara Bank.
Fariello’s appointment comes as Capital Bank’s geographic footprint is expanding. On Jan. 8, the bank opened a branch office in Schenectady, as part of the Mohawk Harbor development project, and it expects to open a branch in Wilton Plaza this April. These offices join the bank’s other branches in downtown Albany, Clifton Park, Colonie, Latham, and Slingerlands.
Fariello has a bachelor’s degree in management/business from Skidmore College, and received his MBA from the University of Massachusetts.
Elmira–based Chemung Canal Trust, which was established in 1833, says it is the oldest, locally owned and managed community bank in New York state. Its holding company is Chemung Financial Corp. (NASDAQ: CHMG). Chemung Financial acquired Capital Bank in 2011.

UnitedHealthcare rebrands firm’s James Street office after POMCO Group acquisition
SYRACUSE — UnitedHealthcare has placed new signage on the former POMCO Group building located at 2425 James St. in Syracuse’s Eastwood neighborhood. The health insurer on Jan. 11 held a formal ribbon-cutting ceremony and an open house with area business and community leaders to mark the occasion. UnitedHealth Group Inc. (NYSE: UNH) in 2017 acquired
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SYRACUSE — UnitedHealthcare has placed new signage on the former POMCO Group building located at 2425 James St. in Syracuse’s Eastwood neighborhood.
The health insurer on Jan. 11 held a formal ribbon-cutting ceremony and an open house with area business and community leaders to mark the occasion.
UnitedHealth Group Inc. (NYSE: UNH) in 2017 acquired POMCO Group, which became part of UMR, UnitedHealthcare’s third-party administrator (TPA) service. Minnetonka, Minnesota–based UnitedHealth Group is the parent company of UnitedHealthcare.
The local UnitedHealthcare office is supporting the self-funded medical and workers’-compensation plans for 3.6 million UMR members across the country. It is also home to UMR’s risk-management team and UnitedHealthcare’s commercial sales team for Central New York.
Ceremony remarks

After a ribbon-cutting event outside the facility on James Street, company officials shared remarks inside the building.
The company purchased POMCO Group because it “really fit well” into its UnitedHealthcare’s product line, Michael McGuire, CEO of UnitedHealthcare of New York, said.
“We’ve got over 10,000 UnitedHealthcare employees in the state of New York. We’ve got almost 4 million UnitedHealthcare members in the state of New York, [including] commercial, Medicare, [and] Medicaid, so we really do have a big footprint but there’s a big opportunity up here in Central New York,” said McGuire.
In his remarks, Donald Napier, senior VP of UMR, thanked those who attended the event on behalf of UMR’s 4,000 employees nationwide, including “our 340 Eastwood–based employees.”
Over the past decade, UnitedHealthcare has acquired a number of “strong, regional TPAs,” according to Napier.
“POMCO [Group] becomes another one as a part of UMR,” he added.
Napier went on to say that the Syracuse office is “proud of the growth and success” that POMCO Group has had but also the growth that UMR has had to become “the largest third-party administrator in the country.”
“Some folks are saying we’re a national company now. I don’t know about you but I’m still coming to work at James Street and we’re still growing at James Street,” Napier quipped.
Cayuga Medical Center will appeal NLRB order to rehire two nurses
ITHACA — Cayuga Medical Center at Ithaca fired two nurses in an effort to end a unionizing drive, a National Labor Relations Board (NLRB) judge has ruled, ordering the hospital to rehire the nurses and reimburse them for back pay and related expenses. The hospital plans to appeal, it told CNYBJ in an emailed statement.
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ITHACA — Cayuga Medical Center at Ithaca fired two nurses in an effort to end a unionizing drive, a National Labor Relations Board (NLRB) judge has ruled, ordering the hospital to rehire the nurses and reimburse them for back pay and related expenses.
The hospital plans to appeal, it told CNYBJ in an emailed statement. “Cayuga Medical Center strongly disagrees with the ruling by the National Labor Relations Board. Patient safety has always been at the forefront of delivering high quality care to our patients. We have always maintained a supportive workplace for our employees, as we partner together to deliver patient care. We will be appealing the ruling.”
The hospital says it fired registered nurses Ann Marshall and Loran Lamb in 2016 after the two failed to follow written procedures for a blood transfusion. But NLRB Administrative Law Judge Kimberly Sorg-Graves contended in her decision that the hospital’s given reason was “a ruse for its real motivation of removing Marshall’s vocal support for unionization.”
Sorg-Graves said Marshall was recognized by the hospital as the lead organizer attempting to bring union representation to hospital staffers. She placed notices on bulletin boards in the hospital and expressed support for a union on social media.
Written procedures at Cayuga Medical Center at Ithaca require that before any patient is given a blood transfusion, two nurses must check to confirm the blood to be delivered and the patient are properly identified and that the check must be done at the patient’s bedside.
In September 2016, Marshall performed a blood transfusion on a patient without a second nurse present at the bedside, according to the court decision. Instead, Marshall and Lamb had checked the blood against the patient’s paperwork at the nurses’ station before Marshall proceeded to the patient’s room and performed the transfusion by herself.
The patient, who had received transfusions 11 times prior, noticed procedure wasn’t followed and spoke up. She later emailed the hospital about the matter, saying she asked Marshall, “What about the protocol?”
Sorg-Graves said this violation did not warrant firing Marshall or Lamb. Citing testimony by other nurses and emails from hospital officials, she said the protocol was not followed all the time.
One hospital email she quoted in the ruling said of nurses, “They are clearly teaching each other short-cuts.” Another email in the chain, from an administrative director said, “these dangerous shortcuts are more commonplace than we’d like to think. We see it in our own lab processes.”
Despite this, officials who testified on the matter said they found no evidence other nurses failed to perform bedside checks. Sorg-Graves said she gave no credit to those claims.
Sorg-Graves went so far as to say she found Cayuga Medical Center (CMC) officials’ claims to be very upset with the severity of the protocol breach to be “contrived.”
She singled out Karen Ames, the hospital’s chief patient safety officer and director of quality and patient safety, asking why Ames didn’t follow up on information from other nurses who said the two-nurse bedside check wasn’t always performed. “Not only did she fail to investigate those claims more, she prevented others in her department from investigating further or doing more to educate the staff on the proper procedures. These are not the actions of an individual who is motivated by a dire safety concern.”
In her ruling, Sorg-Graves said while Marshall was let go because of the hospital opposition to her unionizing activities, Lamb was “simply a casualty of circumstances.”
“CMC disparately treated Marshall and by necessity Lamb to support its termination of Marshall,” Sorg-Graves wrote.
The judge ordered Marshall and Lamb be reinstated, compensated for back pay, and that their employee files be purged of any reference to their suspensions or termination. Further, she ordered CMC to display for 60 days a notice telling employees they have protected rights to take part in union activities and outlining, point by point, what the hospital is doing to reinstate and reimburse Marshall and Lamb.
St. Luke’s Home in Utica is now MVHS Rehabilitation and Nursing Center
UTICA, N.Y. — Mohawk Valley Health System (MVHS) is renaming its long-term care and subacute rehabilitation center. St. Luke’s Home is now MVHS Rehabilitation and Nursing Center (RNC), the nonprofit health-care system said in a news release issued Jan. 15. The New York State Department of Health Bureau of Nursing Home Licensure and Certification sent
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UTICA, N.Y. — Mohawk Valley Health System (MVHS) is renaming its long-term care and subacute rehabilitation center.
St. Luke’s Home is now MVHS Rehabilitation and Nursing Center (RNC), the nonprofit health-care system said in a news release issued Jan. 15.
The New York State Department of Health Bureau of Nursing Home Licensure and Certification sent approval documents to MVHS officials.
MVHS is an affiliation of Faxton St. Luke’s Healthcare and St. Elizabeth Medical Center (SEMC), both of Utica. The two organizations teamed up in March 2014.
MVHS Rehabilitation and Nursing Center remains in the same facility located in the Center for Rehabilitation and Continuing Care Services building on the St. Luke’s campus at 1650 Champlin Ave. in Utica.
At the same time, St. Luke’s Home Adult Day Health Care will now be titled MVHS Adult Day Health Care (ADHC). MVHS ADHC offers health care with therapeutic social, educational, and recreational activities. It is a medical-model program, operated under the supervision of a registered nurse, the organization said.
“Not only do the new names bring cohesiveness and better name recognition to the organization, it better reflects what the center does extremely well – rehabilitation,” Scott Perra, president and CEO of MVHS, contended in the release. “Those coming to MVHS Rehabilitation and Nursing Center receive quality, rehabilitation services and return home once their health improves. We also continue our commitment to those who need long-term care services in a home-like setting.”
MVHS Rehabilitation and Nursing Center is a 202-bed facility with a 40-bed subacute rehabilitation unit. Its services include coordinated inpatient rehabilitation and long-term and continuing-care services for the community.
“We want to more readily be identified as an affiliate of the Mohawk Valley Health System. This name change also reflects our strengths in the changing, senior healthcare environment,” Mike McCoy, executive director of MVHS Rehabilitation and Nursing Center, added.
Contact Reinhardt at ereinhardt@cnybj.com

United Concierge Medicine, emergency medicine practice, available to CenterState CEO members
SYRACUSE — United Concierge Medicine (UCM), an emergency-medicine practice that delivers service through telemedicine technology, is now available to members of CenterState CEO. The Troy, New York–based practice says it provides “virtual concierge care” to help “increase access, reduce costs, and improve quality of care.” CenterState CEO and its Business Solutions of New York (BSNY)
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SYRACUSE — United Concierge Medicine (UCM), an emergency-medicine practice that delivers service through telemedicine technology, is now available to members of CenterState CEO.
The Troy, New York–based practice says it provides “virtual concierge care” to help “increase access, reduce costs, and improve quality of care.”
CenterState CEO and its Business Solutions of New York (BSNY) subsidiary announced UCM’s availability to members during a Jan. 8 panel event focused on “innovative” health-care benefits, according to a UCM news release.
“This new partnership will continue to deliver on our organization’s promise to local businesses — to be a trusted resource and an innovator in reducing costs while improving results. We’re thrilled to welcome UCM to Central New York,” Frank Caliva, COO of BSNY, said in the release.
While UCM launched this new partnership in Central New York Jan. 8, the company is no stranger to the region, having forged previous relationships providing services to Syracuse Fire Department employees and to those working for the City of Rome.
UCM CEO
UCM is not meant to replace a patient’s primary-care doctor, says Keith Algozzine, CEO of UCM and an emergency-medicine physician.
But when you’re “immediately sick or injured” and wondering where to go for treatment, UCM wants to be that option over an emergency room (ER) or an urgent-care location.
“That’s what we’re trying to replace,” he says.
Algozzine spoke to CNYBJ on Jan. 15 from UCM headquarters in Troy, near Albany.
CenterState CEO members “will still have to make an individual decision if they want to buy it,” he says.
A company will pay an annual fee for each of its employees to have the UCM service, he says.
“It really is a cash model right now … Most of it is really driven through our business-to-business relationships. We don’t typically work with a lot of individuals,” he says.
UCM charges $12 per month for individuals and $14 per month for families for its “VIP” services, which include “unlimited access” to a medical provider, according to its website. For businesses and organizations, additional pricing options are available, the website added.
By eliminating a hospital, ER, or urgent-care center, UCM contends it is able to “drive down” utilization costs and “improve care to ultimately save time and money” for patients and employers.
“Our organization is one of just a handful of organizations in the entire country that is accredited by the American Telemedicine Association for our quality, transparency and security,” the website says.
About UCM
Launched in 2014, the UCM provides an on-call provider and “cost savings to employers by driving more appropriate levels of care.”
“Unlike traditional telemedicine options, UCM provides a more personalized and comprehensive care model,” the practice contends in its news release.
Algozzine and his co-founding business partner, an emergency-medicine doctor, had been working in emergency rooms (ERs) their whole careers and were “so disappointed” in the increasing numbers of patients coming through ERs and urgent-care facilities.
They didn’t like what Algozzine called the “burden” that it was putting on the health-care system to deal with “so many of these conditions” through the ER and urgent cares and the “actual burden” that it was putting on patients.
“The impetus [behind starting UCM] was just our own living experience in the ERs and urgent care [centers], saying we can do better than this, and we have,” says Algozzine.
Providers
UCM’s health-care providers are based in New York state with “the bulk of them” either located in the Capital Region or in Central New York.
“If you drew about a 200-mile radius around Albany, that’s where most of our providers are today,” he says.
UCM currently has more than 50 emergency-medicine trained providers and its service is available nationally, says Algozzine.
“Our providers that we hire and we train also get licensed in the rest of the states around the country because patients traveling would want to use [the service],” he adds.
UCM provides “customized” care from providers that can include ordering laboratory work, X-rays, referrals, and prescriptions, according to its release.
Beyond these services, UCM providers follow up with every patient on all cases, the company said.
“Even if we can’t definitely treat you, the concierge approach says, we’re going to refer you to the right doctor, we’re going to get you an X-ray or a lab test, we’re going to follow up to make sure you’re getting better,” says Algozzine.
Syracuse Behavioral Healthcare expands into Southern Tier
DICKINSON — Syracuse Behavioral Healthcare is expanding into Broome County, recruiting staff to run a new 50-bed facility serving those with substance-abuse issues. The center, in what had been Building 1 of the Broome Developmental Center in Dickinson, will open in April to serve as a medically supervised treatment center for patients with substance-abuse disorders,
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DICKINSON — Syracuse Behavioral Healthcare is expanding into Broome County, recruiting staff to run a new 50-bed facility serving those with substance-abuse issues.
The center, in what had been Building 1 of the Broome Developmental Center in Dickinson, will open in April to serve as a medically supervised treatment center for patients with substance-abuse disorders, Kathleen Gaffney-Babb, SBH’s executive VP and chief operating officer, tells CNYBJ.
“There will be 50 beds of medically supervised withdrawal,” Gaffney-Babb says.
“It’s what many people think of as detox,” she says. That means some patients may arrive intoxicated or suffering from withdrawal symptoms requiring medication.
After treatment that averages three to five days, patients will be linked to the appropriate care, she adds.
To run the facility, SBH has started recruiting a new staff of 49, everything from doctors, psychiatrists, registered nurses and LPNs to directors, property maintenance workers and a receptionist. Gaffney-Babb says the plan is to staff the center with hires from Broome and surrounding counties, rather than bring staff in from SBH facilities in Syracuse and elsewhere.
SBH, a 501(c)(3) nonprofit organization, operates 25-bed medically supervised treatment centers in Syracuse and Rochester. It also provides out-patient treatment for substance-abuse disorders, mental-health diagnosis, and problem gambling. The agency, headquartered in Crossroads Park in Salina, was founded in 1920 and has more than 350 employees and lists 10 doctors on its website.
SBH’s stated mission is: “To promote recovery from the effects of substance use and mental health disorders and other behavioral health issues.”
The nonprofit, “helped 5,441 begin a life of recovery in the last year,” according to the SBH website.
The need for a medically supervised treatment center for patients with substance-abuse disorders in Broome County was clear enough that the county put out a request for proposals to organizations able to handle the work, Gaffney-Babb explains. SBH applied and will lease the building, a residential facility that has been vacant for some time, and operate it with funding from the state Office of Alcoholism and Substance Abuse Services, she says.
The facility will be able to treat those with different substance-abuse issues, but Gaffney-Babb says awareness of the current opioid-abuse crisis was a catalyst for development of the facility. Broome County opioid-involved deaths were up by at least 50 percent in the first half of this decade, according to statistics from the county website.
SBH held an information session for prospective employees on Jan. 18 at the Koffman Southern Tier Incubator in Binghamton.
Broome-Tioga Workforce will be holding a career fair Jan. 25 from 3 p.m. to 7 p.m. at the Jeffrey P. Kraham Broome County Library in Binghamton. Health-care employers, including SBH, will be participating and conducting on-site interviews.
4 Ways Businesses Can Be More Customer-Centric and Successful
We hear much talk these days about companies becoming “customer-centric.” It means putting customers at the center of the business. The idea is to build a positive consumer experience both before and after the sale, with customer retention and repeat business as the goal. In a highly competitive age — when attracting and retaining customers has
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We hear much talk these days about companies becoming “customer-centric.” It means putting customers at the center of the business.
The idea is to build a positive consumer experience both before and after the sale, with customer retention and repeat business as the goal.
In a highly competitive age — when attracting and retaining customers has never been more vital to business survival — being customer-centric takes on added importance. But not all businesses truly put the customer first in the long run, and they might suffer for it.
While “customer-centric” sounds great, the truth is that many of these efforts are nothing more than sophisticated marketing campaigns.
Because these marketing campaigns often are so powerful, they can over-promise and actually cause the customer experience to be more frustrating. Recent research by Deloitte showed that customer-centric companies were more profitable than those not as focused on the customer. A company putting in the consistent, genuine effort to keep a client happy and coming back is often rewarded.
Customer-centric companies understand that being customer-centric is a detailed performance game. They align every part of the company around their clients’ needs and expectations. They view their customers as valuable and build the business around them.
Here are four ways businesses can become more company-centric.
Put the customer front and center
Start by thoroughly understanding the clients’ needs and expectations. Then communicate those throughout the organization before building business strategies and plans. Finally, build and implement processes throughout the organization to ensure the company meets or exceeds customers’ expectations. This sets customer-centered standards and ensures the clients’ needs and expectations are being met.
Build customer relationships
Ensure customers feel appreciated after the initial interaction. Rather than bombard them with endless advertisements and marketing questionnaires, build a meaningful, ongoing relationship with them. Strive to communicate with them the way they want so you can provide information that meets customers’ expectations. Recognize and reward customer loyalty. The Internet has made customer relationships even more important; consumers can easily inform one another about good and bad experiences, influencing a slide or boom in business.
Think outside the box
Don’t be afraid to be different. There are always creative ways to take good treatment of customers to a higher level. Make things easier and more appealing for them through catalogs, online ordering, or customizing your products to their needs. It is during problem-solving or dispute-resolution situations that customer loyalty is most often impacted. That’s why listening to your customers’ needs and being flexible is the key to a great customer experience.
Don’t make your employees a distant second
The customers come first, but without good, dependable employees who believe in the work culture, the product, and their customers, there is no link to bring in the business. Employees are the face of the company, and if they’re undervalued, it will show up in them being uncommitted to serving customers. Recognize and reward the efforts of your employees and empower them to grow your company.
You know companies are customer-centric by the way they perform. As customers we get what we need, when and how we expect it, and we genuinely like doing business with companies because it is easy to do business with them.
Sallie J. Sherman, Ph.D. is founder and CEO of S4 Consulting (www.S4consulting.com) and co-author of “Five Keys to Powerful Business Relationships” and “The Seven Keys to Managing Strategic Accounts.”
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