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6NOVEMBER2014FOGHORNFOGHORNFocuScusTOMERsERvicEBackin1926whenBostonHaboCuisesbeanBHCfoundeMatthewMattyHuheshadonethininmindtokeephiscustomeshappywithaconsistentlyeatpoductandoutstandinsevice.Simpleyetpofoundanditsstillthecentalcustomeseviceaxiomthatsuccessfullyoatscompaniesboatstoday.Butcompaniestheindustyandthewoldhavechaneddamaticallyinthenealy90yeassinceMattyintoducedhis5boattousonBostonsChalesrive.Intodayswoldcustomesevicestateiescetainlyhaveafewmoeelementsthatneedtobetakenintoaccount.Companieshaveexpandedofferings.goneaethedaysofMattysone-sevicecompany.Todayssevicemenusoffemultipleoptionsandvaietytokeepupwiththecompetitionandcaptuetheattentionofalaeaudience.remembethouhitseattooffequantitybutintheendqualityiswhatkeepsthemcominback.Watchoutfoshotcominsbouhtonbystaffleanincuvesdilutedfocusbandconfusionandmoe.Competitioncomesfromendlesssources.Thewoldoffessomanymoeoptionsandallaecompetinfoyoupotentialcustomesinteest.Youhavetondthecreativewaystomakeyourproductsstandoutfromthecrowd.ButdontovesellMakesuethatyoudesciptionsandpomotionsmatchtheoffein.Youmaybecompetinwitheveythinbutyoudonthavetobeeveythin.Youjusthavetobethebestyoucanbeatwhatyouae.Todaysconsumerexpectsmore.Intodayseconomydiscetionayspendinfoindividualsandfamiliesisoftenlimited.AndwhenconsumesdospendSmoothSailingwithGreatCustomerServiceByJeanneSullivanBostonHarborCruisestheyexpectmoefotheimoney.Theyhavemadethedecisiontospendtheitimeandmoneywithyouandtheywantanddeseveittobewellwothit.Sotaketheextastepstomakeyoupoducteatapesonalwelcomeiveawaysandmoeaethelittlethinsthatmakeabidiffeence.Technologyplaysamajorrole.Websitesonlineticketinsystemsscannestelephoneansweinsystemsandmoeaealldesinedtointheoyimpovethecustomeexpeiencethouhspeedandeffi-ciency.Butwithtechnoloycomesalackofpesonaltouchfustationwhenitisdownomalfunction-inanddisappointmentwhentheavailableinfomationosystemisnotascuentasitshouldbe.Soconcen-tateonoffeinandpopelymain-tainintechnoloicaladvancesthatyoucustomescandependon.Butemembetheyaenotaeplacementfocustomeseviceintheflesh.Havebackupplansandbesuetofocusonhumaninteactionwhenthecustomeison-site.Reactionsareinstant.Withsocialmediachannelsonlineeviewsitestextinandsmatphonescustomescananddo-maketheieviewsandeactionsheadandseenimme-diately.Andsmilingselesasidethemajoityofeal-timeeactionsthataemadeaeneative.WhyStudiesshowthatasatisfiedcustomewilltelltwototheepeopleabouthisheexperience.Adissatisedconsumerwillshaetheiwoeswith8-10peopleoevenupto20.AddthattothefactthattheicomplaintsnowopubliconlineandthenumbesoupexponentiallySomonitoonlinechannelseulalyfocomments