Comments on: Ask Not What Your Customers Can Do For You…

By: 14 Top Online Marketing Quotes of the Week - 10/12/05

14 Top Online Marketing Quotes of the Week - 10/12/05 — Fri, 12 Oct 2007 17:55:48 +0000

[...] What are you doing to provide a more positive buying experience for your customers? – Steven Bradley on Ask Not What Your Customers Can Do For You… [...]

By: Steven Bradley

Steven Bradley — Fri, 12 Oct 2007 00:44:26 +0000

Absolutely Kristine. It’s amazing too how much the smallest of things can make a difference. All told I saved a minute or two on the phone, but not having to repeat all the information made for a better experience. They’ve been doing most of that or a few years, though asking if I wanted the same thing as last time was new.

Since you’re responsible for customer services what kinds of things have you done and what have you found to be most effective?

By: Kristine Shreve

Kristine Shreve — Thu, 11 Oct 2007 16:01:53 +0000

Good customer service means so much, and bad customer service can do so much damage. We’re always searching for ways to make things easier for our customers. From reducing on hold time to almost zero to providing widgets that make ordering or asking question easier, we try to exploit every avenue we can.

As you pointed out, sometimes it is the simplest things that make the biggest difference. Ordering a pizza generally doesn’t take a lot of time in any case, but automating the process by using past order history makes it just that much easier.

Since overseeing the customer experience is one of the jobs I have, I’m always trying to learn for my own customer experiences, both the good and the bad. As you learned when you ordered a pizza, your own experiences can do a lot to teach what to do, and what not to do, when it comes to your own customers.

By: Forrest

Forrest — Thu, 11 Oct 2007 05:49:09 +0000

Somebody just asked me to recommend a host … or, really, to show the guy what’s necessary to create and publish a web site. In any case, the guy has gray hair, I recommended one with a reputation for good customer service. Sometimes it’s purely the lowest price, but a lot of buying decisions are made on service.