....There had been bumps in the road, notably a dispute with his brother who also held some Gravity stock. Two experienced employees quit, because their raises weren't as big as those for people lower on the scale. A few customers cut their ties, as well.
The upside, though, was far greater. The publicity landed Price many new customers. Revenue and profits went way up, plus Price was flooded with thousands of applications from talented job candidates.
Another year has passed, so now it's time to check in again. The news continues to be strongly positive on two different fronts. On the business side revenue continues to grow, as the company has rapidly expanded its customer base. The number of employees has climbed by 40 percent.
I recently asked Ryan Pirkle, Gravity's head of marketing, how it is that they prosper, in spite of their higher labor costs. "We don't compete solely on price," he said, (though they charge significantly less than the industry average.)
"We're old school," says Pirkle. "No robots. No telephone trees. Instead, real people are our infrastructure." The key to the company's success is a dedicated, engaged support team. When one of their customers—a restaurant, let's say—is having credit card problems on a busy Friday night, its manager will talk directly with a knowledgeable Gravity person who can solve their problem.
In the long run, it's not just a matter of landing more customers. Keeping them is the critical factor. And Gravity's retention rates are very high.....
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