There is a universal truth in business, and it goes something like this: You will have customers, and you must treat them well.
Businesses ignore this essential mantra at their own peril. I know there are businesses who survive and even thrive while paying little attention to customer service, but they are the exception, not the rule. As a small business, you need to make it one of your top priorities to connect with customers.
With that in mind, I thought our readership would be very interested in this MSN list of the best customer service out there today, in the form of its 2011 Customer Service Hall of Fame. While not all of these businesses are particularly small, the lessons these awards impart about the importance of such service rings true for everyone. A concise explanation of why can be found in the article.
“It does pay off,” said Mary Jo Bitner, of Arizona State University’s Center for Services Leadership. ”In loyalty, in stock value, in profitability.”
How do companies make the list? By ensuring speedy delivery of products (UPS and FedEx), focusing on value and offering discounts (Costco), and allowing consumers to interact with products on their own terms (Apple). At the most basic level, they prioritize customers and give them what they want. It’s not a novel idea, but it’s one that can fall by the wayside for companies who become overly focused on revenues.
The key is to focus on building a relationship and providing products and services that customers want, and then selling them in a way that’s respectful and mindful of their needs. It’s something that all the companies on MSN’s list have done, and it’s something every business should explore.
How do you put forth a Hall of Fame effort to connect with and serve your customers?
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Photo credit to therhiel at http://www.sxc.hu/photo/160221
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One Comment on "A Hall Of Fame Effort To Connect With Customers"
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