1 Good Reason – Social Marketing

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Customer Service 101

January 28th, 2011 · 1 Comment

Sometimes we concentrate so much on the minutia of technology that we forget the basics.  Things like saying, “Thank You” and remembering that the customer always comes first.  Making them feel as welcome as possible, online and off.

In the New York area we’ve had an especially heavy snow fall this winter and it’s a big problem.  It’s a problem for businesses for safety, but if you think just safety then you end up with this:

This is my local dry cleaner. I’ve used them for 15 years.  What you can’t see from this picture is the 6″ deep puddle of slush and ice that is formed by the 3 foot wide path he’s cut in the snow bank.  It’s a mess and you must be wearing serious boots to visit his store.

Just 50 feet down the street in the same building is the local deli.  Who has the exact same snow bank to deal with.

Which business do you want to visit?

Be careful you aren’t making the decision this easy for your customers online as well.

It’s easy to do the same thing with your online web presence.

  • Forms that don’t work.
  • Long unnecessary instructions.
  • Complicated procedures.
  • Too many screens to find what you’re looking for.
  • Not providing a phone number or email.
  • Not having up to date information on the site.
  • Withholding price, availability, or other vital info- I’ll just go find it elsewhere thanks to Google.

So give me 1 good reason why you’re not servicing your customers in the best way possible on the web and off?

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Tags: Web Wednesday

1 response so far ↓

  • 1 Nancy Passow // Jan 28, 2011 at 3:42 pm

    Another pet peeve — the difficulty changing the e-mail address at which you received promotional e-mails from businesses. Last year when I changed ISP’s, I had to update my e-mail address. Many of the e-mails had a place to click to “unsubscribe” but no way to update my profile. Sometimes clicking on the unsubscribe link gave me an “update your profile” page, but not always.

    So . . . unless it was a company I really, really loved, I didn’t bother. When my old e-mail address went away, so did my connection with those companies that made it hard to connect with them.

    And you already heard my rant about finding a phone number for FedEx (when they left a package that wasn’t for me) — that took about three pages on their website.

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