Instigator Blog - Latest Comments in Using Great Customer Service as a Differentiator

Re: Using Great Customer Service as a Differentiator

Matthew — Wed, 01 Oct 2008 13:00:15 -0000

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.

Re: Using Great Customer Service as a Differentiator

Gabriel — Sat, 02 Aug 2008 12:05:54 -0000

I agree, top customer support can be the reason why you simply stick with a company or "forgive" the company for potential problems.

Re: Using Great Customer Service as a Differentiator

Ben Yoskovitz — Fri, 25 Jul 2008 13:28:11 -0000

@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.

Re: Using Great Customer Service as a Differentiator

Kris Olson — Thu, 24 Jul 2008 05:47:04 -0000

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...."

http://www.usatoday.com/money/industries/retail...

Thoughtful blog post, thanks!

Re: Using Great Customer Service as a Differentiator

Kris the window washer — Sat, 19 Jul 2008 01:20:28 -0000

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.

Re: Using Great Customer Service as a Differentiator

Skip Anderson Sales Training — Thu, 17 Jul 2008 03:15:35 -0000

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.

Re: Using Great Customer Service as a Differentiator

Mary - Wholesale Clothing — Tue, 15 Jul 2008 22:21:08 -0000

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.

Re: Using Great Customer Service as a Differentiator

Rick Armstrong Jackson Hole — Tue, 15 Jul 2008 11:20:54 -0000

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

Re: Using Great Customer Service as a Differentiator

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Re: Using Great Customer Service as a Differentiator

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Re: Using Great Customer Service as a Differentiator

Michelle Watson — Mon, 14 Jul 2008 07:08:30 -0000

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.

Re: Using Great Customer Service as a Differentiator

Petitehye — Fri, 11 Jul 2008 11:37:14 -0000

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.

Re: Using Great Customer Service as a Differentiator

Mark Nagurski — Wed, 09 Jul 2008 15:47:22 -0000

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.

Re: Using Great Customer Service as a Differentiator

Kar Goldfield - Sales Trainerl — Wed, 09 Jul 2008 13:47:18 -0000

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!

Re: Using Great Customer Service as a Differentiator

Mark MacLeod — Wed, 09 Jul 2008 12:40:12 -0000

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

Re: Using Great Customer Service as a Differentiator

Commentor — Wed, 09 Jul 2008 10:55:22 -0000

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