It isn’t good enough to say your good.
Check out the following post, by Anthony Iannarino, which reflects the NEW power afforded to the Voice of the Customer and how we must respond. “Good Customer Service” isn’t good enough. Especially, if you want to do more than simply survive. And just saying so never was!
The old adage Do a good job and they will tell 2. Do a bad job and they will tell 20, still applies. However, now you must add in the exponential factor of the internet. Research from Deloitte suggests that 82% of purchase decisions are influenced by the new form of Word of Mouth reviews.
Today’s minimum is “Consistently Great Customer Appreciation!” Not from just the sales team, unless of course everyone in your organization recognizes they are ALL part of the same team. One needs to stay in front of this curve by first, offering the type of service that others will praise, then communicating the accomplishment of reaching this goal.
Customer appreciation starts at the top and doesn’t end when the product goes out the door. Anthony Iannarino offers a great list of where and how to substantiate, that you do in fact appreciate your customers and they intern value that they are appreciated.