Mena (Mee-na? Meh-na?) posted about great customer service and I agree that excellence should be rewarded. (And perhaps I'll write a Time Warner Broadband bashing post at some point as well, too.) My best customer service experience, by far, has been with Factset. Factset is an online financial data provider used by many large institutions to get stock prices, income statistics, etc. Sure, we do pay a lot for the service, but there are a lot of services that we pay heavily for that don't have the kind of support that Factset does. Many times, I've relied on representatives from Factset to follow up on problems, and while they can't always answer a question right away, they'll always get back to me that day with a status update. The most impressive work came from another service rep there who was guiding me through a process to build some customized groups of companies. The work was very tedious and after he showed me how to do one group, he offered to actually do the work for me! I must have had 21 customized groups of 10-15 companies each... easily would have taken me about 2-3 hours to do and he had it done by the end of the day. I'm sure he was able to do it faster, but still. Once I e-mailed him an Excel file of how I wanted the groups set up, he did all of the necessary work on Factset. I nearly fell off my chair when he offered. I've got to believe that with service like that, their retention rate is extremely high.
I invest in seed and pre-seed NYC startups at Brooklyn Bridge Ventures. Native Brooklynite, 11x triathlete, 2x 70.3, 4x marathoner, softball player, hockey goalie. Check out my This Week in Startups interview or check out my bio here. Also, this is me SEOing myself by linking to Charlie O'Donnell, and Charlie O'Donnell and more Charlie O'Donnell. PR people, do not pitch me to cover your story, as this is my personal blog. I'm not a journalist.