Jan
31
Written by:
admin
1/31/2011 3:54 PM
What do shoe shopping, telephones and great customer service have in common? A lot, according to Tony Hsieh, CEO and Founder of Zappos.com, an online shoe enterprise. Tony notes that while it may seem "unsexy" and low-tech, the telephone is one of the best branding devices out there. Why?
For starters, you get to create a personal interaction with a customer on the telephone that may last 5-10 minutes. This is an opportunity to create a lasting impression and create an experience that the customer remembers.
Secondly, Hsieh believes that too many businesses view customer contact centers as an expense vs. an untapped opportunity. Unlike many companies that hide their 800 numbers, Zappos.com makes their phone numbers visible and accessible on every website page. They want to invite and encourage their customers to call them. The goal is to create positive word of mouth exposure from their clients while creating lifetime value with their customers.
Last, Zappos.com believes that marketing professionals focus too much time on the buzz vs. focusing on building customer engagement and trust.
So the next time you think about improving customer service it might be time to think about your phone service. Are you leveraging this touch point effectively? Can you do more than you are? Do you have the right technology to deliver a great telephone experience? Not sure, let RealCom Solutions help identify and implement the best approach for your business.