Service: Engaging Your Customers in a Digital World
(Quality Insider by: Hal Holubik & Tours D’ Force)
I don’t care what type of business you’re in, whatyou’re selling, or where you are in your strategic
plan, the goal of yourmarketing message is to motivate your prospects into taking the
step. Today, companies are going to greater lengths to capture theircustomers' attention and win their loyalty
They are joining socialnetwork sites,
they’re building fan pages,
finding new places where their brands can be seen
but are they talking with their customers, arethey getting to know their customers, are they talking to their staff to get customer insights, arethey asking their customers for feedback as to how they might improve their services. One of themost powerful components to engage customers is sometimes the most undervalued:
Looking for a ways to engage
customers with Tours D’ Force
, a Lenawee County virtual tourcompany began a search for other companies that had already established customer servicestandards to see what their experiences were.First they
searched Google for ―
small business with
customer service standards‖ and the results
were surprising.The first three page results were as follows: there were no small business companies listed in thesearch results. The majority were informational websites which occupied 99% of the results. Thebalance a government site (The Dept. of Energy).So they then
searched Google for ―virtual tour customer standards‖ and found only
to you!)had made mention of customer service standards.Coming from a
background Hal Holubik, Owner/Operator of Toursdforce expected the
search results to be dominated by or at least making reference to company customer servicestandards. But he was completely
He really thought that there would be many companies that had established customer servicestandards and that they would publish them.
WRONG again. Why don’t more companies create
and publish standards of service for the whole world to see.
think that if they didthat they would have more loyal customers?Here are some reasons why they should.