An extended hand grabs customers.
From superior customer service are loyal customers often born. Consider Pierre Schwob, who created a classical music haven by heaping personal attention on the visitors to his Web site (www.classicalarchives.com).
As co-chairman and founder of Classical Archives LLC, Schwob knew the site's success would depend on its appeal and friendliness. So Schwob placed a page on the site facilitating friendly link interchanges. He also spends an enormous amount of time assisting people with questions via telephone and e-mail. "I try to be friendly and responsive," says Schwob, 56. "I think that makes an enormous difference."
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