Listen Up! Customer Service in Surround Sound

Back in the day, customers had few avenues to voice their opinions to companies. That’s all changed. Today, businesses hear customer feedback in high-definition surround sound — via the phone, live chat, email, Facebook, Twitter, blog comments, good old-fashioned letters, and yes, YouTube videos. Who can forget the “United Breaks Guitars” video, which is now up to over 12.6 million views!

Not only is it nice to listen to and respond to your customers, it’s good business. In the December “Hear Ye, Hear Ye” infographic, it points out that nine out of 10 people are more likely to purchase from a company after having a good customer service experience. It also states that 18% of people refuse to do business with a company that provides poor service. You can see where this is going.

Having access to your customers’ input from social networks as well as more traditional venues gives businesses all kinds of advantages. Customer feedback can help you:
– Improve your existing product or service
– Develop new products or services
– Answer other customers’ questions
– Provide new web or blog content
– Create new sales collateral
– Enhance manuals or training materials

And the list goes on and on. Your customers have great insight into what is and isn’t working for your company, so listen to them!

Here at 123Print, we just launched our Email Preference Center, a place where customers on our email list can go to specify what kind of emails they want to receive and how often they want to receive them. I mean seriously, why would we want to send people emails they don’t want to receive? That’s just not efficient. So we’re asking, they’re telling, and we’re listening. It’s not rocket science, just simple respect. (BTW, if you’re not on our email list and would like to sign up for discounts and product news, we’d love to have your email. And we promise to let you tell us when you want to hear from us.)

Why not start telling us what you’re thinking right now? We’d love to hear your comments on the December infographic, this blog post, our products or anything else that you think might help us do a better job of meeting your business communication and life event needs. If you’d prefer, you can also leave your comments on our 123Print Facebook page or tweet us @123Print. We like to listen in surround sound. ☺

SOURCES:

http://about.americanexpress.com/news/docs/2011x/AXP_2011_csbar_market.pdf
http://www.maritzresearch.com/shared-content/Press-Releases/2011/Are-you-listening-Twitter-users-want-complaints-read-addressed.aspx