Your understanding of your target customer will influence your marketing and the direct sales communication you have with them and the way you interact and serve them.
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From the category archives:
Customer Service
AT&T’s response to Verizon’s brilliant “Map for That” campaign is this: Make stuff up! The core problem with AT&T’s response is that anyone who uses AT&T – myself included – knows that it’s just not true. See the ad below and hear the galling “spin”. AT&T has a shoddy, overburdened and unreliable network. Verizon’s is the class of the field. Consumer Reports’ annual survey of 20 metro centers lists Verizon as number one in ALL markets surveyed. It’s not even close.
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Here’s the thing: I was commenting to the two guys from Lowe’s that assisted us on how great their service was. Specifically, I noted how different Lowe’s was from Home Depot in terms of customer service and how helpful they are. One of them, Tom, said something to me that was very telling. He said, “Although I work for Lowe’s, I’m also a contractor, and for that, I use Home Depot.” Here’s a guy who clearly enjoyed his job and enjoyed helping customers – who did not seem to have “an ax to grind” with his employer – but who was simply telling me something in a matter-of-fact way.
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For the thrid year in a row, the Wall Street Journal and Winning Workplaces have teamed up to identify the top small-to-midsize business.
Among the small-to-midsize companies that were highlighted in this article, a common thread emerges:
Commitment to “strong people practices” in the workplace creates a better work environment, and in turn reduces turnover, increases retention, and facilitates satisfied and happy employees.
Inside these successful companies – there’s a lot of discussion, and a lot of time spent with people – breakfast meetings, annual meetings, idea sharing, etc. All this internal activity pulls together to make a better work environment, which manifests itself in the quality of service the company provides, and in the positive image the company is able to sustain – whcih translates to growth and revenue, even in a tough business environment. These companies have figured out how to maintain “service with a smile.”
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I used to love Vonage. Now? Let’s just say I’m “not happy” with Vonage right now.
The price/performance is what led me to this company about 5 years ago. At that time, Verizon was offering unlimited calling plans for about $100 – all in, with taxes, mystery fees, etc. Vonage rocked at well under $50, and [...]
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