A few years ago, if your organization's service wasn't great, you might upset some customers, but it was considered part of the normal business. Now however, disgruntled customers have a means to amplify their outrage. Social media has become the new form of "word-of-mouth". The sheer numbers people can reach means a single unhappy customer can inflict serious brand damage. Keep in mind that a comment that's spoken may be forgotten; but a remark written in cyberspace may last forever. Add to that people's tendency to take the written word more seriously than a spoken comment, and you have substantial reason to make your customer service positively remark-able. To see how your company is doing today, look at your sales. To forecast how you'll be doing tomorrow, look at your service.
Today's Chuckle:
The best way to have the last word is to apologize.
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Jeff Mowatt, B.Comm., CSP is a professional speaker and best-selling author who works with organizations who want to strengthen customer loyalty, increase spending per customer, and recharge customer service teamwork. To inquire about engaging Jeff for your team, email us at info@jeffmowatt.com or call toll free 1-800-JMowatt (566-9288). Web: www.JeffMowatt.com
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