What matters more in recession times, part 1

June 17, 2009

Excellent service comes out on top

The AMA survey found that excellent service, not low pricing, is the number one overall consideration respondents have in mind when making business decisions in 2009. Do you have a handle on the great service that businesses need to succeed in these times?

Your customer’s definition of great service today can be tricky, so think it through carefully. What does service mean specifically to each of your clients? Great service today is personalized, because advances in technology have given us enhanced tools to deliver great service. This translates into higher expectations from clients and customers. 

Communicating with your clients and prospects is different today in that customers expect service delivered swiftly and via multiple mediums: telephone, email, electronic newsletters, blogs, websites, and online forums. And let’s not forget the social networks --such as Twitter and Facebook--that are currently making waves.

The old saying “Time is money” is more meaningful today than ever before. Helping your clients become more efficient is the service that they’re seeking. Successful organizations will identify and deliver great service the way their customers want it. It’s a challenge, for sure--but a highly worthwhile one. Continue reading...