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The article presents information on East Coast Music Mall, a business established by Morgan Pettinato and Barry Lippman. The company has expanded its operation with a new store in Danbury, Connecticut. Pettinato and Lippman have built a successful business by delivering an uncompromising personal service to their customers. The proprietors' approach to customer service was shaped by a chance hiring decision they made in the past. The plans of Pettinato and Lippman to further expand their business are discussed.

The author offers opinions on librarian Louise Berry, head of the public library in Darien, Connecticut. Noting that Berry will retire in February, 2014, the author praises her for her leadership of the library based on what is said to be a philosophy of total dedication to customer services, her relationships with her employees and with the community of Darien.

The article presents information about the Open Bank, a Stamford, Connecticut-based bank. It is stated that the bank offers video tellers who dispense cash through translucent pneumatic tubes. It is reported that there are separate booths for day-to-day money management, mortgages, insurance, investment, and financial planning.

The United States-based energy company, Northeast Utilities Service Co. has started a four-year project to consolidate three customer information systems into one and six call centers into two facilities. The company made investments to develop a common set of customer service processes to support its four operating companies' customers. The company is in the process of consolidating its six call centers into one facility in Windsor, Connecticut and another at an undetermined location while putting a new .Net front end on an IBM mainframe-based CIS that has been in place since 1999. The goal of the project is to provide a more efficient customer service group while moving into single integrated customer information systems. INSET: User Input Key to Success of NU Integration Project.