Continuously highlighted in this blog is the importance of quality customer service. Whether a business is just starting out or is well-established, treating consumers with the utmost care should be a top priority to ensure the enterprise's longevity. With technology evolving, many companies are using new and innovative ways to ensure that each customer receives quality service and feels as if they matter to the company.
In a recent Forbes article, Robert Reiss wrote about his interaction with three of the nation's top CEOs to find out their thoughts on customer service and what advice they wanted to give to companies and businesses.
Bob Evans, CEO of Churchill Downs, the home of the Kentucky Derby, said his company's online growth has been key to creating an environment that is open and inviting to more customers. There is now a regional casino and both brick and mortar and online gaming businesses available. Evans said the moves helped do things more directly with Churchill Downs' customers and helped drive its financial success.
The leader of Sprint Nextel, Dan Hesse, underlined the importance of connecting with customers on a personal level. For example, Hesse described his company-wide "thank you Thursdays," where employees sit down with a list of customers and their basic information, and then write letters thanking the customers for doing business with Sprint.
Tom Fricke, CEO of HMSHost, said attitude and integrity are key characteristics that lead to quality customer service.
"A traveler’s most important impression or experience often comes from customer service – that personal contact with our sales and wait personnel," Fricke said in the article. "We strive to make our guests feel not just important but genuinely welcome."
Working with a live answering service will ensure that a business' customers will receive all of the above treatment. Being able to contact a real person any time of day, through phone, email or text messaging will let individuals know that their thoughts and opinions are valued by the company.