Instigator Blog: Using Great Customer Service as a Differentiator
Commentor
· 1 year ago
I have run a small data processing business for 15+ years and believe that the only reason I am still here is our great customer service. When a customer calls they get a real person that takes care of the issue.
As always, I enjoy your blog!
Thanks Ben
startupcfo
· 1 year ago
Ben,
There are 2 reasons why we buy from startups:
1.) Access to new, cool technology 2.) Inspired customer service that a "big" company could or would never provide.
You're right on the money here. Keep making your customers ridiculously happy.
Mark
Kar Goldfield - Sales Trainerl
· 1 year ago
Could not agree more. In our Beta at http://messageslinger.com whether you sign up for a $12/mo package or a $75+, I will personally coach and assist you through your first send. I will also walk you through every feature, best practice, and detail to help ensure your letter gets out and you know how to track it. Why? Because we want the reputation of having the best service AND the best customer service.
Everyone we hire will think this way. I should know, since I am the CEO.
Brilliant post, and keep them coming!
Mark Nagurski
· 1 year ago
I think the trick in using service as a differentiator is being able to "sell your customer service" as you mention in point 4 - to do that you need to be concrete and back up claims with tangible action.
I agree that customers are wary of service claims - mostly because everybody makes them. There's hardly a business out there that wouldn't claim to 'put the customer first' and whatnot.
I suppose selling customer service as a differentiator is a bit of 'put your money where your mouth is'. Your pizza delivered in 30 minutes or it's free - that sort of thing.
But as you rightly point out, even if you have no intention of actively promoting service as a point of difference, great service always delivers great word of mouth.
Petitehye
· 1 year ago
So true, nowadays it is really hard to get customers that will come back to you. Thanks for sharing this approaches. Hope they will work for me.
Michelle Watson
· 1 year ago
Greetings,
Well posted topic which give reason to finished my reading. For my opinion, the success in returning customer is will depend on the trust we can get to them. How it will be happen? example, on our health food products we’re a proud member of the Natural Products Association and a GMP certified company dedicated to enhancing the quality of nutritional products. Another one, which i think the most important is the feedback of your previous client.
Cathy Mendez
· 1 year ago
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Cathy Mendez
· 1 year ago
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Rick Armstrong Jackson Hole
· 1 year ago
Customer service has been the key to our success in all of our businesses. We own a fine art gallery and a real estate brokerage in Jackson Hole Wy. we see hundreds of people come through our doors weekly. We make every attempt to greet them the moment they walk in the door. We don't ever let up on that ideal. Because of this our business keeps growing and we retain almost all of our previous clients. I enjoy your blog - keep it up. Cheers, Rick Armstrong
Mary - Wholesale Clothing
· 1 year ago
this is true. if i get treated poorly by a company, they can kiss my business goodbye, even if they are the better deal. and im sure the same applies to a lot of people.
Skip Anderson Sales Training
· 1 year ago
Ben, reading your article made me think about the airline industry. Sales are down. Customer satisfaction is down. Profitability is down. Everything is down. But at some point, some bold airline is going to follow a new approach to rebuilding their business, and this new approach will be an emphasis on customer service, not on low price. Both business and leisure travelers are miserable, and at some point, I believe we're going to reach a tipping point, and some airline is going to say "enough is enough." We're not going to try to be the cheapest anymore!" and they will follow your recommendations (or something similar) and carve out market share in the process. Customer service CAN be a differentiator...even if you're in the business of selling airline tickets.
Kris the window washer
· 1 year ago
In the window cleaning industry, true customer service is the only thing that differentiates one company from another. That and if they are insured.
But it's true that customer service must always be number 1. And it starts with answering the phone, and it ends with a sincere thank you.
Kris Olson
· 1 year ago
Great (or at least good) customer service sounds like it's a money maker, not just a differentiator, per a USA Today article today: "Electronics retailers find service sells."
"Business at Best Buy, even in a weak economy, is thriving, thanks, experts say, to its emphasis on service. By contrast, its once-mighty rival Circuit City has fallen far, brought down by a reputation for lax customer service and aggressive competition...."
@Kris: I'm with you. Making money through customer service ... turning what most people think of as a Cost Center into a Profit Center. If you can get there, you're definitely onto something.
Gabriel
· 1 year ago
I agree, top customer support can be the reason why you simply stick with a company or "forgive" the company for potential problems.
Matthew
· 1 year ago
This is a very true piece of advice. For every satisfied customer that tells one person about your company, there is an unhappy customer telling ten. A number of those unhappy customers never even tell you they are unhappy, so those that do should be seen as assets. If they didn't like something about your company, chances are there are many others who feel the same.
Some people seem to think that they just need to get rid of these customers fast, instead, they should be happy that someone feels so strongly that they need to tell them what they need to fix. They should use this as a competitive advantage and satisfy this person - then that person will be more adamant about spreading the word about how great this company is.
Brian
· 2 months ago
Great article, there are not that many business today that go that extra mile with their customer service. I am part of the service industry and most of the companies out there want to make the fastest buck they can while cutting corners. Customer service is following everything listed in this article and going the extra extra extra mile for them. Not nickleing and dimeing them for every little thing.
Benjamin Yoskovitz
· 2 months ago
Brian - Thanks for the comment. I think there's sufficient evidence out there that companies who do MORE for customers win. Companies may not want to agree with that or "give in" to that reality, but it's true, pretty much across the board.
joelchrist@helpdesksoftware
· 2 months ago
Fabulous content about importance of customer support. Thanks for sharing.
All Comments
As always, I enjoy your blog!
Thanks Ben
There are 2 reasons why we buy from startups:
1.) Access to new, cool technology
2.) Inspired customer service that a "big" company could or would never provide.
You're right on the money here. Keep making your customers ridiculously happy.
Mark
Everyone we hire will think this way. I should know, since I am the CEO.
Brilliant post, and keep them coming!
I agree that customers are wary of service claims - mostly because everybody makes them. There's hardly a business out there that wouldn't claim to 'put the customer first' and whatnot.
I suppose selling customer service as a differentiator is a bit of 'put your money where your mouth is'. Your pizza delivered in 30 minutes or it's free - that sort of thing.
But as you rightly point out, even if you have no intention of actively promoting service as a point of difference, great service always delivers great word of mouth.
Well posted topic which give reason to finished my reading. For my opinion, the success in returning customer is will depend on the trust we can get to them. How it will be happen? example, on our health food products we’re a proud member of the Natural Products Association and a GMP certified company dedicated to enhancing the quality of nutritional products. Another one, which i think the most important is the feedback of your previous client.
Cheers,
Rick Armstrong
But it's true that customer service must always be number 1. And it starts with answering the phone, and it ends with a sincere thank you.
"Business at Best Buy, even in a weak economy, is thriving, thanks, experts say, to its emphasis on service. By contrast, its once-mighty rival Circuit City has fallen far, brought down by a reputation for lax customer service and aggressive competition...."
http://www.usatoday.com/money/industries/retail...
Thoughtful blog post, thanks!
Some people seem to think that they just need to get rid of these customers fast, instead, they should be happy that someone feels so strongly that they need to tell them what they need to fix. They should use this as a competitive advantage and satisfy this person - then that person will be more adamant about spreading the word about how great this company is.