Thursday, October 4, 2012
Our most advanced and tenured users rave about how great it is to have a real, live person talking to them. Someone who can find an answer that's personalized for their use of ExactTarget rather than a generalized scripted one. They come to us to have someone who understands not just the technology but also the industry, the nuances of email deliverability, and the importance of the fact that the report that they accidentally deleted is due in 3 hours. We have built our orange culture around empowering you, making you look like heroes and working as a team.
How can you take this back into your company and make every experience with your subscribers or clients a positive one? Here are some things to think about this Customer Service week:
- Employee satisfaction snowballs into customer satisfaction. Our employee satisfaction has won us the "Best place to work in Indiana" award year over year. Our orange culture cherishes collaboration, team work and vibrancy in one's work.
- Encourage feedback. Make support a part of the product experience by offering an inbuilt way to provide feedback and log reports within the application or website. If they don’t tell you about it, you can’t help them fix it.
- No comment left behind. A company can do ten things right, but the eleventh will be the undoing if it falls through the cracks. Consistent quality control, no matter the size or value of the customer.
- Mediocrity is not acceptable, humility is not optional. Our Global Support management team will contact each and every person who provided a survey containing anything other than Excellent or Very Good to find out how we could've done better.
- Say thank you to clients when they've been collaborative through a system issue. We have thank you cards and packages that we will often send out to clients who partake in the orange culture with us. Just for being awesome!
- Go To Infinite and Beynod. Our analysts are trained to be technical sleuths and find the answers to tough questions. However, they also go the distance to find the answers to non-technical questions. And if they can't, they will reach out to the relevant team internally on your behalf. I cannot tell you how many customer surveys I have received saying that while the person they dealt with didn't know the answer, he or she went the distance to find it.
- Recognize. Customer Service week is being celebrated from 1-8 October across the world. It is all about ensuring that companies value the work frontline customer service teams do day in and out to keep user experiences chugging along through accidents, murmurs and blips.
- Connect. At the end of the day, people like connecting. Digital marketing is all about connecting people with technology and bringing it to life in a very real and personal way. That's what makes this industry so exciting! That's also why we named our annual user conference Connections!
We live in a world of growing to-do lists; endless inboxes and complex excel sheets. So the next time you hire, the next time you speak to a colleague or a client, the next time you present to a boardroom, stop and think - how can I make this experience a little happier for everyone involved? How can I bring the human factor to these numbers? What can I do to make this experience as positive as possible?
And don't underestimate the effect of bringing this authentic happiness on your own life. The first customer, you see, is you.
Happy Customer Service week! Follow @ExactTargetHelp to get connected with our Global Support team!