Do You Service Your Customers Enough?
Photo: Ben30
Customer support is hotter than ever before, something I repeat like a broken record when I present about digital media. The key message is that an organization's digital presence is a main foundation to their customer relations. The digital presence could be of many different shapes and sizes, however a presence is needed even if it only consists of a monitoring service.
There are several recent examples of the trend as well.
- Salesforce recently added Twitter to its customer support tool, something both Steve Rubel and Jeremiah Owyang wrote about. With customers communicating faster and more often, organizations need to be present in new platforms. (Swedish search engine Twingly posted about the microblogging topic on their blog.)
- The CEO of US shoe company Zappos, says customer service is the foundation of their business model. With that in place they could be selling anything – like plane tickets.
- Swedish travel organizer Fritidsresor offers a money back guarantee to people who have lost their jobs. They won't make money off it initially, but they will build a closer relationship with their customers who will want to come back.
What are your best customer service cases?
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The most powerful kind of customer service must be the community kind, built by the users. Lots of startups do this and Apple is probably best in class.