Great Customer Experience Comes First
I work with a variety of companies — big, small, retail, non-profit — but regardless of who their audience is, they all have a responsibility to deliver a customer experience that not only meets the needs of the community, but aims to exceed it by listening and responding accordingly. That’s where I come in. In addition to lending an extra set of ears and eyes to monitor what their community is saying about them and their experiences, I consult about how best to follow up and address concerns or negative comments expressed online (or off).
It’s no mistake that the companies that are the most successful or show the most potential in their industry are usually the best at providing a great customer experience. I have two clients in particular that “get” customer service and I love to watch them deliver. There is a misconception that companies who deliver great customer experiences are perfect. They aren’t. Sometimes orders get messed up or customers have trouble navigating the website. It doesn’t happen often, but it when it does, these companies learn from it and work to make it better. Read more…
On Friday, April 27 I’ll be presenting at the Social Media Club Knoxville’s
The other day I was a guest speaker at a meeting of the 