Customer service should be a function of marketing. It's an opportunity to establish a personal relationship with the customer, right in the moment when the customer wants to speak to you and is willing to provide information about their experience. Not only. If an organisation is smart enough to mine the information collected from customer … Continue reading Unrealized potential
Tag: customer service
Smoothing
If we would be better at communicating change underlying its benefits for the target, we could perhaps make transitions smoother. A mistake that is often made in corporate communication is telling the customer: Here, we changed this, it's good for you, trust us. And this is the list of things you have to do, on … Continue reading Smoothing
Brandsplain
If a customer leaves negative feedback, files a complaint, gets mad for something, writes a bad review, speaks ill of your product or service, stops paying you, one of two things is true. They are right.They are not your customers Trying to explain they are wrong, and behaving as if 1 or 2 (or both) … Continue reading Brandsplain
Don’t make it difficult
When adding complexity to a customer experience, we should ask if we do so to deliver more value or to put a patch on some insecurity of our organization. Having customers queueing on the phone just means we are not sure we will be able to handle their questions. Sneaking an hidden price in the … Continue reading Don’t make it difficult
Opportunities
Why would people rent a car and not drive it? Even a service as straightforward as car rentals can have things to figure out. So chances are your product, your service, your software might not be used for the application it was originally designed for. Two points to make here. If that's the case, and … Continue reading Opportunities
Begin with listening
An important reminder by Bernadette Jiwa. If you want to be listened, begin with listening. If you want to be heard, begin with hearing. If you want to lead, begin with opening to the people you want to lead. If you want to sell something, begin with understanding the people you want to sell to. … Continue reading Begin with listening
Metrics that distract
Reading this reminded me of the time I found a job ad for Social Media Manager listing 1,000 (or was it 10,000) friends on Facebook as a requisite to apply. We are easily mislead by what is not important, and so we believe that doing Marketing on social media is about metrics that are as much … Continue reading Metrics that distract
