My last post was about what makes customer service experiences great. In short, it says: The service you provide your customers or supporters represents your business. These people tell your story — in-person and online.
(Just in case you’re still not convinced about how important your friends’ opinions are compared to other advertising, check out the chart in this article, Lessons in Customer Service From the World’s Most Beloved Companies by Gregory Ciotti).
And then I give examples of great customer service. Examples are important because even though many of us know that customer service is crucial to our organization (and can lead to super fans), it is too often neglected. These examples can open your mind to different ways of treating your customers or supporters, even when you’re busy with other things.
(Again, how crucial? In one of Paul Jarvis’ recent Sunday Dispatches, he talks about a vegan cheese company and his experience with them. Definitely going to be ordering that, thank you! Or check out the stories on Help Scout by Gregory Ciotti, including the one about the three-and-a-half-year-old re-naming bread for Sainsbury’s, and United Airlines holding a flight so that a son could say goodbye to his dying mom.)
It’s harder to find these great stories than the bad stories. Bad stories are everywhere. And yes, bad stories are going to dominate this post. But only because I want to make certain points about each one.
And all these points seem simple to me, but organizations are not doing them. When you read this post, [Tweet “Take time to think about your customer service. Is it working, or have you been neglecting it? “]
Here we go.