Continuing this blog's trend of discussing testimonials on customer services, we turn to a piece in Venture Beat from Peter Shankman, a CEO who recently wrote about the many benefits that good treatment of patrons can bring. As others have said, Shankman emphasized the promotional advantage of having contented users out there spreading the word, and shared his own experience as a customer in this regard.
"The key to being nice is focusing on the customers you have, letting them get you the new customers you want," he said in his piece. "This is TRUE marketing, and even more importantly, it's BELIEVABLE marketing. It comes from a place of trust. This is worth more than any media buy, or any PR firm hit you could ever hope to get."
It's important to keep in mind that such ideas can be applied perhaps universally to any type of approach. Operators working at a live answering service can take the extra effort to ask follow-up questions and forge a meaningful relationship with whoever is on the other end of the line. Online answering service employees can take care to respond quickly, and perhaps endeavor to find other resources online that can help users and direct them there. The amount of effort it takes is minimal, and the positives are sure to reach every aspect of your business, no matter what the focus is.
So it's worth understanding that companies who plan out their support strategies efficiently – and seek the help of professional services to do so – may be doing much more than giving their customers peace of mind. They could be raking in a substantial gain when it comes to awareness by creating passionate fans of their work.