editor’s letter

Talkin’ Business

Stephanie K. De Long

This year’s presentations at The Vision Council’s Executive Summit were so great that I’d like to share some of what the speakers had to say.

CORPORATE CULTURE

Talking corporate culture, Method (soap) co-founder Eric Ryan said they hold meetings in the lobby and give job candidates homework assignments. “The bigger we get,” adds Ryan, “the smaller we get. Everyone has to be the receptionist once a month.”

CUSTOMER SERVICE

Scott Deming, who is conducting this month’s four-hour Chief eXperience Officer (CXO) Certificate Program at Vision Expo East on March 16, spoke to Executive Summit attendees about customer service. “Ninety-five percent of purchasing happens in our subconscious,” he says. “One key to success is to focus more on relationships and less on features and benefits.” To turn a simply satisfied customer into a truly loyal one, he concludes, “you have to shatter their expectations.”

THE ECONOMY

ITR senior economist Andrew Duguay talked about what to expect over the next two years. He says this year will be good, but he anticipates a mild recession in 2014, and an even bigger one in 2018 and 2019. Borrow in 2013, he says, because interest rates will go up to 7.4 percent by 2015.

He also predicts a return to manufacturing in Mexico from Asia, as well as a return of companies and jobs to the U.S. Sometimes, “ Made in…” is deceiving, he says. “For example, even though the iPhone is created in China, 70 percent of ‘the value’ is created in the U.S., which means most of that money is staying with U.S. companies.”

And speaking of value, we hope you’re attending this month’s Vision Expo East. There are some great courses, like the CXO certificate program. At Eyecare Business, we’re proud to be the exclusive media partner for both the CXO and Visionomics programs, and the co-sponsor of The Framebuyer Certificate Program.

We look forward to seeing you in New York.

Steph De Long
Editor-in-Chief