Customer Service - Turbo Edition
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Customer Service is something that most companies ‘think’ they rank as important, but rarely exceed expectations. This is a real worry as most of us know that it is easier to keep a customer / client, than get a new one.
The 37 Signals blog, Signal vs Noise has an interesting article here, which tells us about some great examples of real customer service. It is unfortunate that people tend to be more vocal when something goes wrong, than when something goes right. Testionials from customers and clients are always vital.
A particularly impressive customer service - focused business is Ian Blowers Jewellers (disclosure - they are one of my clients). Check out their page where they add all the complimentary emails and messages they get from people - to be honest, I haven’t seen such good feedback anywhere else for a long time. Mark goes out of his way to please people and always makes a point to make sure customers are 110% satisfied. Guess where they get most of their business? Yep. Repeat customers and referrals.
So, it is vital to ensure that you get honest feedback from customers - specifically ask for it as it is invaluable. I’m just in the process of setting up something dedicated to this, and will blog about it shortly!
Related posts:
- Take control of your good (brand) name
- When word of mouth marketing works
- Busy week…
- Marketing Planning
- Spinvox - excellent service
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