Customer service is all about meeting the expectations of the customers, and hopefully the company are like Zappos and are all about delivering happiness. Hence, the customers get more than they expect (and a lot more than they pay for).
I believe that customer service is the most important part of marketing.
Isn’t marketing all about the product?
The product is important, and the product is why most of us buy it. If it’s something of high value, or something of high quality, and something we really want, we buy it, no matter what. But bad customer service can actually ruin a great product.
Sometimes, I end up buying a product I wasn’t going to buy, just because of the awesome customer service. Actually, it happens all the time when it comes to pizza.
Marketing is really about communication.
Ahh, I never forget the bad experiences
Many people don’t understand that a smile can sell a product, or just by being helpful you can sell a lot more. Marketing is not about selling, it’s about helping and solving problems.
I never forget bad experiences, especially when it comes to customer service.
One of the best products I have ever bought, is TweetAdder, a Twitter management software. The software is close to perfect in every way. But, I have never contacted their customer support. I never had any reason to. I have never experienced any bugs or any problems at all with the software.
Then, after publishing my review, I received
a lot of comments from people who have contacted the company. They all write about the bad support.
No matter how perfect the product is, and TweetAdder is still perfect to me, bad support can actually ruin a product. It doesn’t matter if the people at the company are satisfied with their job, it’s really all about the customers. I’m still thinking about the comments.
Why HootSuite, Why?
I have been using HootSuite for a while, and to me, HootSuite is the best Twitter client. I am very satisfied, in fact I wanted to upgrade to their premium service about four weeks ago.
What happened was rather funny.
I tried to upgrade, but I couldn’t find any way to do it. I looked every where.
So, I had to contact HootSuite. I received an answer the same day, within a couple of hours. Perfect!
The only problem was that the only answer I received was this:
Hi Jens! Do you recall the date or general time that you created your HootSuite account?
In advance, thank you for your response.
I told them that I didn’t remember exactly, but it was a few months ago. I told them this just a few minutes after I received their message. I thought that this problem would be solved fairly quick, but it’s still not solved.
3 weeks later, I received this email:
To upgrade, click on the Owl in the upper left hand corner in HootSuite. Then choose “Settings” – “Accounts”. Then you should see a green button that says “Upgrade” on the right hand side of the screen.
Let us know if you have any more questions!
I am still not able to find the green button. I have told them this, again.
I’m not the only one, Barbara Ling is still waiting for the people at HootSuite to contact her.
Share your experiences
I wish flying could be all about marketing, my worst experiences are from things I fear. I have a lot of experiences from people who doesn’t have a passion about their jobs, and from people who are not present (their minds are not present) while they are trying to sell a product.
Do you have any experiences with bad customer service, and do you care to share?