Obsessive attention to customer service propelled the success of Australian experience gifts retailer RedBalloon, says founder Naomi Simson. Her attention to customer feedback created happy customers who expanded the business from 300 customers in the first year to 300 customers per week by the third year. "If someone takes the time to give you some feedback, the least you can do is respect their time. You don't have to action everything because it's physically impossible, but you listen and you acknowledge and you say thank you," said Simson.
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