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"in
every industry, some company will figure out how to harness
the potential of the Web to create exceptional value for
customers... when we asked Web shoppers to name the attributes
that were most important in earning their business, the
number one answer was 'a Web site I know and trust.'
All other attributes, including lowest cost and broadest
selection, lagged far behind. Price does not rule
the web; trust does. In the past, convenient store
locations, aggressive sales forces, and a general lack
of information shielded companies from the penalties of
providing anything less than the best product and service
quality; customers were loyal by necessity, not choice,
thanks to the Internet, those shields have been dismantled."
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Frederick
F. Reichheld and Phil Schefter
"E-Loyalty"
ÓHarvard
Business Review, July-August, 2000
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| "what
a remarkable achievement that these men and women have
brought to us; to bring Charleston literally to the cutting
edge of information technology; and making it available
to every business in our community. Leapfrogging
ahead, if you will, of technology and giving Holy City
businesses a chance to be contacted and engaged by any
person and any company in the world." |
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The Honorable
Mayor Joseph P. Riley Jr.
Charleston, South Carolina
Speaking at the Press Conference for the launch of HolyCityWeb.com
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"The remote service marketplace
will be worth trillions of dollars and, more important,
it will be truly global. As we get more and cheaper
bandwidth, we'll see a proliferation of such remote
services, and they will fundamentally change the way
we work...There is no reason to suppose that in the
future, customer support, bill processing, accounting,
or any of the traditional functions of corporations
will need to be done within a particular corporation
or geographical area... They will be offered as remote
services and you will be able to purchase them when
needed just as you would buy a drink or a phone call.
Thanks to the Internet, it will be possible to perform
all of these services in the most efficient place, be
it Fargo, North Dakota, or New Delhi, India."
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Vinod Khosla
Co-founder of Sun Microsystems,
Venture Capitalist, and one of the architects of the Internet
and the new economy
Excerpts from an interview by David Champion and Nicholas
G. Carr
ÓHarvard
Business Review, July-August, 2000
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| "Since a registered brand
name is the one thing your competitors can't take away from
you, it needs to make them wince every time they see it.
If you don't want to be lost, you need to look different,
sound different, and offer a different message that's unexpected
and relevant to your customer... The right brand name is the
cornerstone of the product customer relationship. It
is your single most powerful marketing tool. And it's
the one thing your competitors would love to steal...A great
name provokes. It takes chances. This attitude
attracts customers and the market to your brand. Let
the other guys just fit in." |
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Lexicon Branding
Sausalito/Menlo Park
www.lexicon-branding.com/hbr
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"[in
today's economy]...the best you can do, I think, is have
a sense of direction--an intuition about where the big
opportunities are...Sure, I want to know that the management
team and the entrepreneurs are capable of coming up with
a strategy--but I now view that process as a discovery
process, a way to hone ideas... A company's gene pool
gets established early and determines the company's direction
and performance for years to come. So we try to
make sure from the start that the people in the company
have a wide range of skills, operational biases, and strategic
beliefs. The companies that can manage conflicts
between different point of view are the ones that will
break new ground." |
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Vinod Khosla
Co-founder of Sun Microsystems,
Venture Capitalist, and one of the architects of the Internet
and the new economy
Excerpts from an interview by David Champion and Nicholas
G. Carr
ÓHarvard
Business Review, July-August, 2000 |
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