Matt illustrated his presentation with some intriguing customer stories that have lessons for all businesses, especially small businesses. Two of Desk.com’s customers–Bonobos (an online retailer) and Boloco (a chain of burrito restaurants near Boston) have made customer service over social channels an integral part of their business strategy.
“Blog ideas, please. Please tell me how to come up with interesting blog ideas!” This is the first question I am asked when talking with small business bloggers. It seems like interesting blog ideas are as rare as hens’ teeth, and writing does not come easily to many people. No need to dread the blank screen! My solution for this challenge is to use blog ideas that have their roots in the work of other people—half the work is done when you focus on reporting rather than starting from scratch.
What’s the worst customer service quote you’ve experienced? (If you’re like us, you’ve heard more than one). Share your best ones in the comments.
I find it interesting when businesses fail to keep customers happy, as if they simply can’t answer the question “What is good customer service?” In all reality, it shouldn’t be that difficult to answer the question, should it? After all, even as business owners we are still customers of someone. So what is good customer service? What makes us happy as customers? Here are a few insights that, in my experience, keep customers happy and coming back for more.
Twitter for business just makes sense. Why? Twitter instantly connects people everywhere to what is most meaningful to them at that moment. It satisfies our human “instant gratification” needs, and using Twitter for business can help you satisfy your customers’ craving for immediacy, as well. We’re quite a globally connected species, and with 600,000 people a day creating Twitter accounts, you can hardly doubt that using Twitter for business is a smart response to the popularity of this social channel.
The customer service touchpoint will often rest on the “here & now” element, and Twitter is a real-time tool. “Here & now” doesn’t necessarily mean that a problem will be solved immediately; it does mean someone is listening and is dealing with a concern and will pass it to the right person! As a real-time tool it is the perfect tool to aid customer service, delivering satisfaction, recognition, listening, accessibility, support, and community building.
Consumer engagement can bring your quality of customer service to the next level. Here’s a few examples of good customer service and tips how your business can wow your customers.
Increasing customer care skills is a smart and necessary way to increase profits. Not only that, happy employees are long term employees, and increasing employee retention will significantly lower your operating costs.
The customer has never been more powerful than today, with the ability to offer opinions that can reach anyone on the planet. Excellent customer service amplifies positive word of mouth. Over 50% of people will not do business with a company that has poor customer service. This decision, even in a poor economy, is based on service, not price.
Depending on how you look at it, resolving a customer’s problem is the beginning or the end of a journey. Companies who decide to put the customer at the center of all business strategies and activities are making a commitment to engagement, yes. But more than that they are making an assumption that each customer is a long-term investment with a high rate of return. Resolve a customer’s problem and you start or end that journey.