For a long time, a company’s commitment to outstanding customer service began…and ended in its mission statement.
The goal of the customer being number one in most companies is not translated into tactics for training the staff or incorporating feedback from their customers. Instead, companies continue to pay sales reps bonuses to bring new customers in the door and only pay minimum wages to customer service reps to keep them there. This formula results in a revolving door of customers and overall poor service.
This is all changing in a 24/7 connected world.
1. The world is your competition.
With no geographic boundaries, almost every product or service has become a commodity. Your only sustainable competitive advantage is customer loyalty through great service. If I can get what you sell anywhere, why should I put up with bad service?
2. With self service kiosks and websites, companies can now personalize the customer experience.
Every company can now call you by name, remember what you purchased and recommend what you like. This expectation does not get lower anywhere we surf on the internet, each time we call your company or walk into your brick and mortar locations.
3. Your company’s biggest fear was that a disgruntled customer would tell seven people. A dissatisfied customer can now tell 7 million people!
Communicating via social media tools like Twitter, Facebook and YouTube has turned the business world upside down. Companies can no longer control the conversation about their brands through advertising. But, the good news is that social media can also help build a raving fan base and defuse ranting customers.
Are you listening to what your customers are broadcasting about you through social media? Are you responding?
This year, deliver outstanding customer service, or…become extinct.
This blog post originally appeared on the Intuit Small Business Blog.