Customer service Marketing

Customer Care – Why Sweating the Small Stuff is Good

I loved Sean D’Souza’s article about creating “accidental evangelists” in a recent issue of Marketing  And it got me thinking how it’s the little things that truly make a difference in connecting with customers.

This reality was also reinforced by a client’s Customer Experience Team who met recently to report on what they’re doing to improve communications & relationships with their customers; for example:

  • Sending a small welcome gift to new customers and acknowledging a current customer’s order with a thank you card
  • Referring a customer to another supplier for a product line that the client doesn’t yet offer
    (shades of “Miracle on 34th St.” … customer response was just as positive as in the film!)
  • Checking on product ship dates to ensure there’s no disconnect between a promised ship date and delivery
  • Letting customers know where to access their account numbers when they need to call in for something
  • Identifying the source of a problem with frequent repairs & letting Customer Service know so they can help customers avoid future problems.

In today’s hectic world we’re told “don’t sweat the small stuff.”  But often times it’s the little things we do that matter the most.

In what small, but impactful ways, do you show your customers that you care?

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