I am wired like a CEO and care a great deal about the bottom line, but I care about my customers even more than that. That's always been my competitive advantage.
Sentiment: POSITIVE
When you know who your customers are, that can give you an edge on the competition.
If a few companies were less greedy, the people at the bottom woud have a lot more.
As a brand marketer, I'm a big believer in 'branding the customer experience,' not just selling the service.
Once you create a loyal customer base, it's tough for a competitor to take that away.
It's really important we stay in touch with our customers and try to, over time, have more packages and flexibility than perhaps we have historically offered. And that's part of that tension that is healthy that is going on in the marketplace.
What basically happens is that when a company becomes great, and I'm being a bit rude here, people think they're some kind of genius. So now we can move into all sorts of other businesses because the net bottom line is, it's because we're just geniuses. They become overconfident and expand too far.
So I think instead of focusing on the competition, focus on the customer.
There are obviously peaks and valleys in everyone's career. This business can be a roller-coaster ride, and it's really hard to stay on top all the time. Very few people do.
It is customers that decide if we succeed.
We expect all our businesses to have a positive impact on our top and bottom lines. Profitability is very important to us or we wouldn't be in this business.
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