Make Customer Service Part of Fabric of Your Brand

The March 5th issue of Business Week re: Customer Service Champs should be required reading for anyone who has customers or wants customers! It's like being back in business school, only this time current examples and great lessons to put a fix on your customer service.

Rush out and buy the magazine before it's gone or simply log on to read the whole story. Just in case you miss it, here’s our top 6 take away:

#1: Be proactive with your communications. Your customers will appreciate being informed, even if the news is not good.

#2: Empower your front line. Sales people, call center employees – whoever makes up your front line -- make sure they have the knowledge and are empowered to make your customers happy.

#3: Customer service should be woven into the fabric of your company not just in a “customer service department”. Every aspect of your company should be designed around making your customers or clients happy.

#4: Have a crisis management plan. You never know when the worst is going to happen. Be prepared and make sure your people are prepared and empowered to act. Think Jet Blue recent runway crisis, and don't let that happen to you!

#5: Constantly seek ways to exceed customer expectations. When you think you are doing a good job and your customers are happy, that is exactly the time to find new ideas and the means to delight and surprise those who are buying your products or services.

#6: Treat your employees well. Happy employees will work harder for you to keep your customers coming back.

Want to read more on customer service? Check out past issues of the Fix Your Marketing ENewsletter.

Comments

[Jeff Paul Internet Business]

There are some amateur internet marketers that think about renting domain names for promoting their sites. Well honestly it’s a bad plan but it also can be a good business idea.