Angel Customers & Demon Customers
"Angel Customers & Demon Customers" takes a deeper look at the transactional world and provides insight and cases where seemingly identical sales and service opportunities can in fact have vastly different impacts on the profitability of a company.
Within the credit union world, I see many of our long held "sacred cows" being challenged by changing perceptions by our members and realities about the business environment that we're slow to want to recognize.
The book created a thought jungle for me that provided a basis to assess our business practices with a 360-degree perspective.
Bruce Six is CEO of NSWC Federal Credit Union in Dahlgren, Va.