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Sarah Worsham / Oct 2, 2008

Customer Service is the New Marketing – Interview with Get Satisfaction

We’ve been talking a bit about branding and customer service – about how they are inter-related and can impact your overall business.  In this interview with Lane Becker, co-founder of Get Satisfaction, he discusses customer service as the new marketing with interviewer Joshua-Michele Ross from O’Reilly:

In the interview, Lane points out that customer service has traditionally been considered “customer-avoidance”.  Metrics measure customer service were about treating customers as numbers and closing as many issues as quickly as possible (problem tickets and time on the phone).  If customers didn’t like how you treated them, there was little they could do.  The Internet has changed that by allowing a disgruntled customer to reach millions of people (as well as satisfied customers).  So there is a huge opportunity now for very cheap and powerful marketing through good customer service.  Thinking about customer service as part of marketing can help change corporate attitudes and open the doors to meaningful conversations with your customers.

If you have questions for Lane, you can post comments on the original blog post.

What opportunities does your company have for good customer service?

Technorati Tags: customer service, brand, branding, social media, social media strategy, internet marketing, online marketing

Sarah Worsham / Oct 1, 2008

Good Customer Service Saves The Day

seattlemunicipalcustomerserviceYou’ve heard it said before:  good customer service will lead to repeat business. How many of you take that truly to heart and apply it across your entire business?

Cue story…

I work from my home office, but I like to get out to meet people and sit in a new environment from time to time.  Last week I decided to try a new local cafe that had free wireless and good reviews.  When I got there, they had a great menu and comfy couches (bonus!).  I bought a tasty salad and sat down on the couch to work.  Once I connected to the free wireless, I was shown a few ads and asked if I wanted to download software to secure my connection (no thanks, I’m good).  When I’m working, I usually have several different websites open and go to many more to get things done.  On every single new page, the “free” wireless was showing me a new ad and asking if I wanted their secure software.  Every single page! After every 10th page, they’d redirect me to a list of sponsored links and require me to click on one in order to continue.  Are you kidding me?  This is not “free” wireless.  I would be willing to pay a little bit extra for my salad (like 25 cents) to have a smooth web browsing experience so I could actually work.  I was so annoyed by the wireless that I left soon after I finished my salad.

So what are the initial lessons?

  1. Are you really saving money on that “deal” from the wireless provider?  If they annoy your customers who either don’t stay very long or, more importantly, don’t come back, what is the true cost?
  2. Sometimes it’s better to pay for quality and take it as an expense of doing business.  Do you need to provide free wireless?  Maybe or maybe not.  But the Panera down the street does, and they don’t put their customers through ad hell.  How are you going to compete?
  3. Other than your main services and products, what additional services and products do you need to also provide to increase the value and revenue of your main offerings?  In this case, I think good free wireless is a mandatory additional service.

More story…

I was so annoyed by the whole situation that before I packed up, I (painfully, through more ad hell) sent an email to the cafe telling them about the situation and how horrible it was.  I was actually looking forward to having a local place I could go to work, but I certainly couldn’t work under their wireless situation.  I didn’t mention it to the cafe, but I was also looking for a local place to meeting with clients and small groups, so by not providing good wireless, they were actually losing all of that potential business as well.

Happy ending?

The owner of the cafe quickly wrote back thanking me for letting her know about the situation with the wireless.  She said she was going to look for another provider and asked me to check back in a couple of weeks.

Good Customer Service Saves the Day

Wow.  The owner of the cafe really listened to my concerns and was willing to address them in a way that would benefit not only me, but her entire business. I was extremely happy that she responded in such a positive way.  And I’m willing to wait the two weeks and check back on her progress.  Obviously, she needs to follow-through to win back my business, but she took a very negative situation and has turned it all the way back to hopeful positive.

Lessons Learned

Good customer service is more than just responding properly to support issues.  As a business owner, you need to listen to what your customers are saying and respond in a way that satisfies them.  Sometimes you won’t be able to provide exactly what your customers want, but by listening and responding to them, you have still maintained a relationship they are willing to continue.

What are your customer support success stories?

(photo by seattle municipal archives @ Flickr CC)

Technorati Tags: customer service, good customer service, business, customer retention, customer-centric

Sarah Worsham / Sep 30, 2008

What are the Requirements for your Internet Business Strategy to Succeed?

boullosatrainwindowNow that you’ve considered the methodologies for your Internet Business Strategy, assessed the current situation, and created vision and goals, it’s time to figure out all the requirements.  Requirements in terms of an Internet strategy plan are much broader than normal project requirements.  These requirements need to encompass everything needed by the organization to reach your vision and goals.  Think broadly.

Here are some requirements to consider:

  • Data Requirements – What data and information do we need to attain our goals?  What information do we need for monitoring our efforts?  What content do we need?  Where can we get access to this data and information?  How does the data and information need to be analyzed?
  • Technology Requirements – What infrastructure do we need to support our strategy (network, servers, etc)?  What system architecture is needed (operating systems, web browsers, etc.)?  What applications need to be supported (or purchased)?  Do any of the systems or applications need to work together?  How?  Do we have any legacy systems that need to be integrated?
  • Resource Requirements – What skills and expertise are needed for our strategy?  Are the skills available within the organization?  Will new staff need to be hired?  Are consultants required?  Are there any other resources we can use to meet our requirements (voluntary, part-time, interns)?
  • Standards Requirements – Are there any organizational or external standards that require compliance?  What standards should be required or created in order to assure quality?  How will these standards be monitored?
  • Organizational Requirements – Are there any organizational changes needed to meet our goals?  Are the people resources required spread out throughout the organization?  How will they be organized and managed?
  • Executive Support – What is required to ensure top-level executive support and buy-in?  How will executives be briefed on progress?  What involvement is required by executives to ensure success?
  • Coordination & Oversight Requirements – Who is responsible for coordinating strategy efforts?  Who is responsible for making decisions related to strategy implementation?  Who is the champion of the strategy?  What responsibilities are required and how are they assigned?  Who is monitoring progress and how is progress reported?  Who in these cases does not need to be an individual.  A team may be more effective especially if diverse departments are involved.
  • Policy Requirements – Are there any existing policies that need to be considered and possibly altered to attain our goals?  Do any policies need to be put into place?  Are there any external policies that need to be followed?
  • Staffing Requirements – If we need more staff, how do we justify them?  What qualifications should new staff have?  What support personnel are needed for implementation and supporting new staff?  Can volunteers be used?  Part-time personnel?  Interns?  Are there any professional credentials or certifications that are relevant?  What are the job descriptions for any new positions (or changes)?
  • Budget Requirements – What funding is required?  How will we be funded?  Can we redirect existing funding?  Are there opportunities for cost sharing?  How do we get more funding/money?  How will staff positions be allocated?  How will expenses and profits be allocated?  How can we mitigate any future budget shortfalls?
  • Community & Outreach Requirements – What communications are required to keep implementation of our goals on track?  Who will be responsible for coordinating any communications?  Who needs to be informed of progress?  Are any external organizations or stakeholders involved?
  • Risk Assessment Requirements – What major challenges could affect the outcome of our strategy (both internally and externally)?  How will we recognize risks and overcome them?  What might happen if we do not overcome obstacles?

Gathering all the requirements probably seems very time consuming.  And it is, but if it is done properly it will make the next step, implementation, much easier.  Requirements gathering is a great place to get many people involved.  Many different types of expertise are needed to gather some of the requirements.  Dividing and conquering can save a lot of time and effort and create a much more robust set of requirements.

What other requirements have you considered when strategizing for Internet business?

(photo by nicolas.boullosa @ Flickr CC)

Related Posts:

  • How to Create an Internet Business Strategy – Introduction
  • How to Create an Internet Business Strategy – Methodologies
  • Internet Business Strategy – What is the Current Situation?
  • Vision & Goals for your Internet Business Strategy
  • Creating an Internet Business Strategy – Implementation

Technorati Tags: internet business strategy, internet strategy, internet strategic planning, internet strategic plan, internet strategy consulting, internet business consulting

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About Sazbean


Sarah Worsham (Sazbean) is a Webgrrl = Solution Architect + Product Management (Computer Engineer * Geek * Digital Strategist)^MBA. All views are her own.

Business + Technical Product Management

My sweet spot is at the intersection between technology and business. I love to manage and develop products, market them, and deep dive into technical issues when needed. Leveraging strategic and creative thinking to problem solving is when I thrive. I have developed and marketed products for a variety of industries and companies, including manufacturing, eCommerce, retail, software, publishing, media, law, accounting, medical, construction, & marketing.

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