ITAC Update: An Informational Newsblast for Manufacturing and Technology Businesses

May 2007

Working for Your Customer: Reinventing the Customer Experience

Chocolates on the Pillow Aren't Enough: Reinventing the Customer ExperienceChocolates on the Pillow Aren't Enough: Reinventing the Customer Experience, is the title of a new book by Jonathan M. Tisch CEO of Loews hotels. In it, Tisch states that "If you don't work for your customer, you're not doing your job.”  This concept is echoed by David Neeleman, founder and CEO, JetBlue “In today's Internet-fed, savvy-consumer world, it is the people-to-people connections, regardless of price point, that differentiate a customer's experience.

What is your firm’s customer service policy? Do you even have a customer service strategy?


Customer Satisfaction

Your marketing program exposes your product or service to potential customers. Hopefully the program will also bring these customers to your door. Once at the door, the trick is to keep them. It's really simple to do this ... keep your customers satisfied. The old adage is true, "Your best advertisement is a satisfied customer." A customer satisfaction program is a must for your business. Also remember that it is less expensive to retain an existing customer than it is to find a new one.

Put yourself in the place of the customer when assessing your performance. It is frequently the little things that make a difference. This checklist highlights a few tried and true elements of a customer satisfaction program. Please take note that some of these suggestions apply only to certain types of businesses.

For our 24 point Customer Service Check list [click here]

Did you know that customer service training can be covered under a training grant? To find out more about customer service training, contact ITAC at 212 442-2990.

New NYS training grant

In an effort to support growth and development of NYS employees by upgrading the occupational skills of workers, there is a new training grant available from the NYS Dept. of Labor. The grant is called ADVANCE-NY and it offers applicant companies up to $50,000 to train incumbent workers in many types of workplace skills. Some examples include:

  • Computer skills
  • LEAN Manufacturing
  • Supervisory Development
  • ISO
  • Customer Service
  • Sales
  • Machining skills

           
If you are interested in obtaining funds to help defray the costs of training your workforce, visit the grant website at: (www.workforcenewyork.org/rfa25-m/rfa25m.htm). You can download grant information, access the actual application by assigning yourself a password, and apply online. If you would like additional information about the application requirements, what subjects are permissible, how to get started, etc., call Pam Bradley at ITAC, at: 212-442-2990.

How we grow NYC businesse: Highlights from our 2006 Annual Report

Here are a few highlights of the work we did in FY 2006 (July 1, 2005- June 30, 2006):

Annual Report
  1. Created and retained 627 jobs

  2. Reduced clients costs by $8 million
     
  3. Helped businesses increase or retain $48 million in sales

  4. Clients invested $10 million in new building and equipment

Cool Tech Tools 2007

For a list of useful technology tools for your business, click here to see the recommendations of Technology guru Ramon Ray provided in the April/May 2007 New York Enterprise Report article Cool Tech Tools 2007. These technology gadgets will not only enable you to serve your customers more efficiently and increase your productivity level but also allow you to enhance the customer experience.

Upcoming Events

Food Industry Breakfast – co hosted by ITAC, Hunts Point
EDC, and NYIRN
Date: Tuesday May 8, 2007 8 am – 10 am
Location: Hunt Point Recreation Center, 765 Manida Street, Bronx
Cost: Free to HPED Members, $25 to non members
RSVP: mhenry@hpedc.org or 718 842-2121 x 221

Get updates on FDA Food Regulations, Food Recalls, Food Defense Plans, ISO 22000 and get all your questions answered by food industry experts. This seminar is a must for principals of companies that manufacture, distribute process or import food.

Lean Manufacturing 101 Workshop
Date: May 10, 2007, 9:00 am to 4:30 pm
Location: ITAC Offices, 253 Broadway, Suite 302, New York, NY
Cost: $95
RSVP: events@itac.org or click here to register

Lean workshop simulation help participants experience first hand how Lean techniques increase space utilization, improve quality, reduce cycle time, and reduce work-in-process. Application of Lean techniques enables firms to increase profits, improve customer satisfaction and become more competitive.

About ITAC

ITAC is a non-profit economic development organization dedicated to creating and retaining jobs for New Yorkers. We provide indepth one-on-one technical assistance for New York City manufacturers and technology firms to help them stay competitive in the marketplace. ITAC's unique combination of business expertise and expert resource network makes us a valuable partner to help NYC companies grow, change and thrive.


ITAC receives significant financial support from the New York State Office of Science, Technology and Academic Research (NYSTAR), New York's high-technology economic development agency, and the National Institute of Standards and Technology (NIST), and Manufacturing Extension Partnership (MEP). ITAC serves as NYSTAR®'s designated Regional Technology Development Center for New York City and one of nearly 350 MEP locations across the country and works directly with regional companies to increase their competitiveness and profitability.