One of the most important things a company needs to do well in order to succeed is branding. Geoffrey James writes in an Inc.com article that brand is always a reflection of the product, and if the customer's experience with a product line is positive, then the brand is strengthened. Thus, the customer experience is at the heart of any true business' success.
James underlines the importance of brand name through Microsoft's history with the Windows operating system, and that over the years, consumers have grown increasingly tired of the struggling product.
Sometimes a company needs to admit when a brand has outlived its usefulness, James added. In his opinion, Windows has acquired so much baggage over the years, Microsoft would be better off scrapping the brand – along with the code – and starting over.
Specifically mentioned are Microsoft's attempts at trying to rebrand themselves, such as the "Windows CE" operating system, meant for ultra-small computers. That road has since been taken over by Apple and Google in the tablet market. Or the "Windows Live" brand, a dozen applications and mobile services that Microsoft recently announced its retiring, and folding most of those ideas into the Windows 8 operating system.
"In fact, it seems like every time a new version of Windows is released, the main selling point seems to be that 'this time Microsoft got it right,'" James said. "Which is a message that gets kinda old after you've heard it five or six times."
An answering service does not need to be reminded of the importance of the customer experience. Managers can rest assured that their company brand will only improve, as these professionals are trained to handle inquiries and concerns not only through email and over the phone but through text messaging services or an online chat widget on the client's website.