Customer service - Do you hear what your customers are saying?

[Phoenyx]

A few posts back, I was talking about customer service and how it could be used as a marketing tool. I found a blog that shows you what to look for, how to listen when your customer's speak and generally how to set up, maintain and build on a customer service plan.

Please read the blog before answering though, I would love to hear your input on the points mentioned.

What has changed are the many ways customers can tell us -- and one another -- what they think of our products and services. Customers who readily use social media -- sometimes called "social consumers" -- are gleefully sharing their experiences and airing their views, louder than ever. They are blunt and up-front, posting raving thumbs-ups and scathing thumbs-downs on multiple channels.

Taken from the entrepreneur

[Peter Birganza]

Hi,
I know only one thing that customer is always right. Customer is the best adviser who tells us that what is the demand of market and what should be new. If you can satisfy your customer than you are a successful person in business. So, you have to listen what ever customer says and than act upon his advice or suggestions.

[Phoenyx]

Not only his ideas or advice etc. I feel that marketers and sales people need to be more of a "friend" than merely trying to get someone to buy something they would not use in all likelihood. If one customer sees that they are treated as a confidant, they will tell others. The more people the tell the more popular you become and the more you would sell.

[econtinue]

Your customers' behavour can predict your business' future. Not just customer support is important to keep them satisfied...
You can use polls to find out what they want or prefer even.

I'm using all the statistics and results to further improve the performance of my online business. To be able to keep up you need to constantly participate in your market.

Andre

[Peter Birganza]

If one customer sees that they are treated as a confidant, they will tell others. The more people the tell the more popular you become and the more you would sell.

Hi,
You are absolutely right that our customers are also our marketer for product to be sell. If we provide good services and product as well than obviously they will share their experience with others that will be good for our company. It is called word of mouth marketing plan in which your customer promote your product with their friends, siblings and other people.

[Phoenyx]

Precisely. If the product or service was outstanding, they will not be able to wait to tell people about you. That is the biggest tool a marketer can have in their arsenal. The ability to make a client feel that they are the most important person in the world, and that nothing is too good for them. Everyone wants to be treated like that, so why not use it as a marketing vice. You just have to make sure that its genuine. Customers can spot a fake a mile away.

[franberries]

for me customer services is the main thing i wanna focus if i like certain product to purchase, lets say i wanna purchase backlink tools, i must contact the customer service first and see they are OK or not in term of give valuable information and other after sales services, they must have forum and also the email is replied fast.. i just conclude great customer service = great product, because they always listen to you

[Phoenyx]

It's not always about the product, but I get what you are saying. It's the entire package, from the product, to the after sales service you get. That can make a huge difference. If you ask for feedback, always update your clients about new events, product updates, new products that can help them, (especially if its related to the product they originally bought), always answer any emails promptly and professionally, in a friendly manner, it all goes a long way to making a customer feel important, making them want to support you and want to pass the word on. The opposite end of the scale is where the client feels they are only buying from you because they have to, either because your product is cheaper, or the only place to get said product. it won't help you get many more constant sales on other products you may have.

[franberries]

i agreed with you phoenyx, one of the main thing i worried when i decide to purchase products is customer service, the more they listen to you, the better, and the crucial thing, they improve their products because of you, you want it like this, they make it, you want it like that, they also make it, "customer is always right!"

[Phoenyx]

I spent years (literally) in retail and retail management. i have seen the difference when customers approach sales people, cashiers, or other workers.

Let's say you go to a hardware store and you're looking for a hammer. You don't want any hammer, it has to be well made, able to withtand anything, and not cost the gross national product of a small country. You see that there is an entire selection of hammers on a shelf, and you have no idea which is the one you're looking for. You go to "Bob" and bob looks at you, and points to a hammer that would break if you held in your hand on a windy day. you thank him and walk away, thinking that, if someone doesn't help you soon, you're going to walk out of here and use a shoe as a hammer.

But then you see "Frank". Frank is always smiling, always happy and always taking to clients. He seems really popular. You decide to go ask him, he greets, you, asks you how you are doing, and listens carefully to what you are saying. Then he walks with you to the hammers and takes out a selection of about 3 or four, and shows you their advantages, disadvantages and also whether or not they would be any value for money. Considering you're already dumbstruck at how quickly he's helped you, how friendly he is, and how he answers your questions openly and honestly, you make a mental note to always come to him when you need something from the hardware store.

You then go home with your new hammer. It may have cost a little more than you thought you would spend, but you know it is going to be worth it because the hammer is a quality product. Three days later, talking to your friend "Mark", he tells you that he is so fed up with trying to find decent DIY tools at the one hardware store he goes to. What do you do? You automatically tell him about Frank.

I've used this example when I was training new staff. Everyone is taught this, not just the sales people and cashiers. Everyone. Reason being is that customers always have a smiling, helpful person to turn to, which makes their shopping experience all the more relaxing and helps you to build a solid client base. A client base that can help you far beyond any of your marketing campaigns can.