This blog has continuously underlined the importance of quality customer service. A business needs to prove that it cares about each individual consumer and is always willing to go the extra mile to meet their needs. A recent Entrepreneur article explored how one businesswoman took this approach in order to increase the success rate of her program.
Marie Forleo created a brand of online tutorials and programs called "Rich Happy & Hot," designed to help women establish their financial needs and lifestyle by starting their own companies.
Her flagship program, though, encountered some difficulties. It was an eight-week course in marketing and online entrepreneurship, costing $2,000. The course garnered high reviews but 17 percent of students began to second guess having enrolled and asked for a refund.
Forleo then decided it was time to reach out to her customer base and see what could be done. She created auto-response emails that deciphered her clients' thoughts throughout the entire course, at each different stage in the program. From there, she was able to see what adjustments needed to be made in order to improve their experience.
Scott Martineau, co-founder and vice president of demand for generation for Infusionsoft, an online company, told the news source that Forleo was able to get inside the head of her customer, which is why she's found so much success.
"That is what consumers want and expect: a very personalized experience," he said. "They don't want to be talked to as if they're not being listened to."
Partnering with a live answering service will guarantee the same one-on-one interaction every time. Through either phone, email or text messages, a customer will be able to work with a representative at any time of day. These professionals will never talk down to a consumer, and will work with them to answer whatever question or concern they may have.