May 16, 2013 in Uncategorized
Happy customers are also return customers.
It’s nothing new, so why is it so difficult to find those few good companies that will take the time to make sure that you feel like a valued customer? Or, even better, a real person?
We know it’s not earth-shattering. We don’t think that seeing marketers as being concerned with customer service is earth-shattering either, but most people don’t think of marketers that way. In reality, the business of customer service extends far beyond our initial thought of someone on the phone answering complaints all day. While those jobs exist and are very important, wouldn’t it be better if we could develop call centers that only took compliments? Businesses could change that, if only they took the time to.
In Terry O’Reilly’s Canadian radio show and podcast Under the Influence, he discusses the implications that customer service truly has on a business. He draws this connection by utilizing examples ranging from giants such as Disney and Zappos to a small restaurant in New York that has made the “best restaurant” list for it’s notoriously friendly wait-staff.
Customer service has become more prevalent and more attainable than ever before seen in business. With companies utilizing communication sources such as email, phone, social media, etc. there should be no excuse as to why a customer cannot reach a company (and be answered for that matter). So why are so few doing it? We don’t have the answer. Could it be laziness? Maybe. A company’s sheer lack of interest? Possibly, but we hope not. Or what about the lack of consideration? Definitely, maybe.
Whatever the laundry list of reasons is to NOT be customer-friendly, the good far outweigh the bad. So no matter what business, industry, customer or position you are in, there are always opportunities to make a happy customer.
If you would like to read more from Under the Influence please see the link to the article that inspired this post.