I love when I don’t have to go through five different call prompts, then wait on hold for 10 minutes, to speak to a representative. Even better is online chat support so that I can get help right away without picking up the phone. I’m also a fan of online ordering, text message alerts, especially when my flight is delayed, and e-mail appointment reminders.
Great Customer Service + Convenience = Happy Customers.
Every business should strive to make and keep their customers happy. Now, this is definitely not easy. But brands that invest in their customer service in today’s digital age reap the rewards. Take a look at Zappos.com and Comcast – these are just two examples of Customer-Centered organizations.
A recent article I read on the Harvard Business Review Blog Network put it perfectly...
“The growing obsession with customer excellence is driven, in part, by technology. Today customers can obtain and exchange more information about the good and bad of their encounters with companies than ever before. That gives companies a great incentive to work harder to make customers happy — before, during and after their purchases.”
Not good, but great customer service is critical. Customers value their time and businesses need to recognize and respect that. Don’t hide your customer service reps behind an annoying, automatic call service. Put them out there. Make them available. Teach and reward them to care. And your customers will be thankful and will probably be back for more of what you’ve got to offer.