Why Companies Should Invest in the Customer Experience

We all know how frustrating it can be to get a hold of a big company, hardly do they ever respond to your emails and if they do this is how it look:

email-reply

Yea, I contacted them and told them their Guacamole sucked, WHAT?? I was just being an honest customer. No, but in all seriousness I wasn’t rude. I really just wanted to help them make their product better.

After buying their Guacamole and dipping my first chip and almost throwing up after just one dip I figured why not, you know. As you can see…they did respond but it wasn’t the answer I expected.

There was something I did like about this company that impressed me. Unlike most replies (if you’re lucky) you receive are automated responses that annoying the crap out of you.

However, this post isn’t about me being a dissatisfied customer or something like that. The reason I was inspired about write this post was because everywhere I read something today I keeped running into one company.

Zendesk.

You might be wondering what is Zendesk?

In their own words they’re a “web-based help desk software with an elegant support ticket system and a self-service customer support platform. Agile, smart and convenient.”

I got really curious about customer service today, because like I said it seems like it was customer service day (that should be everyday). At least 4 out of all the blog posts I read talked about how important customer experience or customer service is.

So I figured I share some of the interesting facts that I got from my research. I think if you’re a business you’re going to like them and hopefully they’ll ring a bell too.

I’m a true believer that no fancy ad campaign can replace the ultimate value of giving customer the best possible service. You don’t think so? Would you go back to buy more stuff from someone that treated you crappy?

Now with all the word of mouth reviews on Facebook, Twitter and other social media sites coming up everyday, you need to invest in customer service more than ever. You make one little mistake, and it can take off on the web so fast, specially if it’s bad.

If you want the facts check out this awesome infographic:

Customer Experience Is More Important Than Advertising help desk softwareImage originally posted on Zengage, The Zendesk Blog

 

Why Small Businesses Got It Made (if they listen)

If you like interacting with each customer, showing them you care and want to help them if they’re paying or not you have a great opportunity.

As you can see in the infographic, you cannot afford to not pay attention to each and every customer. You and I know that as customers we want to be acknowledge by the company.

One bad experience and they are going somewhere else, that’s why you need to show them some customer love. To thrive in this economy as a small business every customer should matter.

Are you investing into customer service?

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