Friday, October 28, 2005

Customer Service and Buzz

Today I will illustrate the difference between good customer service and bad, with real world examples. Example of Bad Customer Service Resulting in Bad Buzz David Lorenzo in NYC has had issues with TypePad for a week or so and if you go back through the posts you can see his level of frustration and the desire to simply get some clear answers. Example of Good Customer Service Resulting in Good Buzz I recently said some critical things about GoBig in the Virtual handshake Blog Comments and was very impressed with the 15 minutes it took the Go Big Network people to find the post, reply to the message and drop me an email. Turned negative to positive. Do your employees that are answering the phone, doing support and training people know that caring about the customer experience is essential to creating positive buzz? Make sure they do.