Recently I attended an event in Austin, TX called Austin 3.0. Just as the name suggests, the event was to bring together thought leaders (obviously they invited me as a mistake) in Austin, TX –the main agenda was a focus around B2B marketing and sales. The session was hosted by Bulldog Solutions CEO, a friend, Rob Solomon.

The session focused on a number of areas in and around the “new” role of marketing (see a different post for that). The one area that I found intriguing was brought up by Jeff Hunt, CEO of GCI Group – what about happy customers? His question was, what are you doing about your happy customers? Are you talking to them? Are they part of your inner circle? How do you manage them? His firm recently did a study pulling top companies from the Inc. 500 and the Fortune 500 and asked the question – what are you doing for your happy customers? – they received responses from the customer support departments like “sorry to have inconvenienced you and someone from our customer service department will be in touch shortly”. The net-net view is that happy customers are a blind spot for us all – we spend our time worrying about winning new customers and servicing unhappy ones, what about our greatest assets, happy customers??