Think about your own best customer service experience. What made it stand out in your mind: was it really about the epic product you bought or was it the outstanding personal interaction between you as the customer and the sales person?
I recently purchased a wi-fi mobile hot spot device from a wireless phone service provider. After researching various wireless carriers, and narrowing down my choice to 2 companies that provided just what I was looking for at very comparable rates, I spoke with sales people from both companies. In each case, the sales people were very knowledgeable, and able to answer all my questions, and had plans and products that met all my needs. But one company seemed more people oriented, while the other was more product focused. I went back at a later time to visit the more people-focused company, and they even remembered my name, where I worked, and my basic wi-fi Internet needs. They got my business. What I remember was the experience, and when I talk to others about this company, I am sharing that experience with them; I am not talking to others about the product.
Take a look at your marketing and business plans. Are they all about the people (customers) or all about the products? To convert followers to customers and then to keep customers, our social media and other marketing plans must be all about the customer, not our products.
- Make it easy for customers to contact us.
- Make our social media sites user-friendly, uncluttered, and visually appealing.
- Develop a strong customer-focused mission statement and make sure it is displayed prominently on your websites, Facebook, LinkedIn, Twitter, and other social media venues.
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