If you want to deliver good great Amazing customer service, the first thing you need to know is what your customers want. Customer service is all about giving your customers the experience they want, in a way that’s sustainable for your organization.
This sounds simple enough but it’s not as common as it should be. One reason is because it’s not always been easy to learn what our customers want. It’s hard enough just managing a business without having to add the burden of trying to get our customers to give us more information.
But times have changed.
Thanks to our Internet-driven social technology world, it’s easier than ever to get useful feedback from our customers. And while this might not be 100% effective for every business (yet) it will work for many. The key is to get started.
The good news is you can get started for free.
The smart folks over at WebWorkerDaily have made it easy by publishing a list of five tools you can use. They review the two best known services (GetSatisfaction and UserVoice). And they add a couple others that are worth looking at.
I’ll be looking at all these more closely in the near future, especially Google Moderator (mainly because it’s from Google). Another one, not on the list, is ZenDesk, which does things differently than the others. It has its roots in the help desk software world but it’s gone way beyond that. I’ll be reviewing it soon too.
For now, look at Doriano “Paisano” Carta’s article at WebWorkerDaily. And take a look at the ZenDesk Tour. These will give you a feel for what’s available so you can begin your journey to better customer feedback.
Then let me know what you think. Are these worthwhile tools to help your organization get to know your customers better?
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Kevin raises a very basic, but often overlooked point — in order to provide excellent customer service, you first must understand what your customers want. When customers reach out to you, whether it’s by phone, web, e-mail, or a social media tool, they do so with intent. Capturing Customer Dynamics enables you to understand their intent, gain insight into what they really want, and use that insight to impact your business in ways that improve customer experience, operational efficiency, and the bottom line.