Customer Service:
It's Not Just a Department, It's An Experience - March 2010
Welcome to the March issue of "Customer Service: It's Not Just a Department; It's an Experience." This month we take a look at how customers are replacing "word of mouth" with "word of mouse". We'll talk about "What's the Difference" and if your customers can't tell what it is, we should talk!
Welcome to our new subscribers and new clients. Our goal is to help you improve the service you are providing to your existing customers as well as prospective customers, increase customer retention and generate additional revenue through cross-selling, up-selling and referrals.
This month, as spring arrives, renew and recharge your relationships with your customers. They'll be glad you did!
In This Issue:
Who is Tweeting About You? | What's the Difference? | Where's the Hook?
Who is tweeting about you?
One of the top trends for 2010 will be customers leaving tweets about your business and the service they receive from you and your employees. What will they say? How will you know what they're even saying?
It's amazing what can be said about a company in 140 characters or less. It's important for companies large and small to get on board with listening and responding to what is being said about them on-line. Twitter is fast becoming the easiest, most visible way for companies to address customer concerns and show customers that they are on top of their customer service.
Make sure you know what your customers are saying about you. Check out services like TweetAlarm and TweetBeep and get alerted when someone tweets about your company.
Now if you'll excuse me, I must go Tweet!
What's the difference?
Can your customer's tell the difference between you and your competitors? If they can't, you may have a problem!
If your customers think that your price is the only thing that separates you from your competitors, what happens when your competitors drop their price? Do you drop yours too? Do that often enough and before you know it you're not making money but you're losing it!
Being different and standing out from the crowd in terms of service will help customers distinguish you from the others that provide a similar product or service.
In times of economic uncertainly, customers want to spend their money where they perceive they are getting the best value. And to many customers, being treated with respect and being a priority to a company inspires people to do business with you today, and in the future. And that can make all the difference!
Where's the hook?
Keep reading and I'll tell you where it wasn't!
Have you ever gone into a public restroom in an office, restaurant or store? Were you wearing a coat and if you're a woman, perhaps carrying a pocketbook? What do you do with your coat and pocketbook while you were using the restroom? That's easy. You hang it on the hook on the back of the bathroom door! Unless of course there is no hook on the back of the bathroom door!
Folks, using the restroom in your place of business is part of the customer experience. If I have no place to put my personal belongings, it negatively impacts the experience I have.
Please, get a hook!
If you are on Long Island...
Join us at the Suffolk County Women's Enterprise Council (SCWBEC) annual Business Expo. It's on Monday, April 12th from 9am-3pm. There is no charge for admission to the expo.
In addition to the expo, there will be seminars and workshops throughout the day. I'll be presenting a seminar on "How To Turn Your Customers Into Raving Fans". The seminar starts at 11:15am.
To learn more about the Business Expo and to register for the event, visit the SCWBEC website at: www.scwbec.org.
Hope to see you there!
In Conclusion...
Thanks for taking the time to read this edition of "Customer Service: It's Not Just a Department; It's an Experience". It is our hope that you not only get the customer or client, but that you also hold onto them! If you have clients, colleagues or friends who wants to hold on to their customers too, do them a favor and forward them this newsletter.
Until next time, take good care of your customers, or someone else will! See you next year!
Sincerely,
Randi Busse
Call us today to set up a free consultation:631-598-5598
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