>>I like to see this baby on Nasdaq and get the recognition it deserves..then let her start plopping out those IPO's so I can buy my own beer factory . . .<<
If you like dark beer, you could name the product "Spark Dark Ale" <ggg>
When Peter Hunt spoke on the conference call I recall him talking about the huge potential for NSI in the Customer Relationship Management arena. If I wrote the quote down properly, he said that the call centre business is approximately a $5.5 billion dollar market. He explained how NSI's community could allow them to enter this market as well. Don Sanford then said that they would only need a small percentage of that market to do very well (probably not his exact words, but I think it is close).
Now, anyone who understands the ramifications of Customer Service, Retention, and Loyalty recognizes that the firms who can provide this better than their competitors has a much greater opportunity for long term success. There is a great book that I would recommend on this subject. It is 'Enterprise One to One' by Don Peppers and Martha Rogers.
Soooo, on that note, I just received this Email update from one of the free subscription services I belong to. It hits very close to home, and I believe that it underscores exactly the point that Peter was trying to make. NSI could offer a solution that would solve the problem discussed in this article.
By the way, I wonder what piece of the $5.5 Billion market NSI could (make that will) capture?
Crazy Canuk
Finance - Internet Daily for Wednesday, September 01, 1999
Sponsored by: CBS MarketWatch at
cbs.marketwatch.com
by Frank Barnako CBS MarketWatch
(http://cbs.marketwatch.com/news/newsroom.htx?dist=ibeat)
** Online brokerages flunk service test
Online brokerages have a lot of work to do to improve customer
service. Researchers at Jupiter Communications tested 25 Web
sites' rates of response to customers' messages. Among
financial-services sites, 39 percent responded in one day, while
the balance took up to three days or, in the case of 25 percent,
never responded. Analyst Robert Sterling Wednesday pointed out
that, by comparison, 64 percent of retail shopping sites answered
e-mails within one day. In a conference call, the Jupiter analyst
indicated that retailers are more attentive to inquiries because
consumers are price-sensitive and can easily take their business
elsewhere. "Financial-services firms tend not to be so uniformly
comparable, and additionally the 'switching costs' (the expenses,
including time and paperwork, of moving an account from one firm
to another) are much higher." Customer service must get greater
priority because new online financial services customers "are
mainstream, risk-averse consumers who have far less tolerance for
technology issues," he added. Whether or not service improves,
Jupiter sees huge growth ahead. Its research projects that, while
4.3 million households had online trading accounts last year, that
number will grow to 20.3 million in 2003. |
