Just tonight I was briefly watching the news and I heard that today, customer complains for lack of service grew dramatically for telecommunication companies; by 50% up last years. You may not be a Telco company, but quality of service still applies.

Customers want service. Customers expect service.

There you have it, in black and white. Most of us read and learnt about this in our studies, but along the way of running our businesses, it’s not unusual to forget some of the smaller things while focusing on the bigger picture(s).

Brand Management

Brand Management is not about spending 6 figures a year on advertising trying to sell a product, or on public relations as a result of a miss-hap. That’s reacting. Brand Management is about acting. Managing your brand. Identifying customer pain points and taking them out swiftly, before they become problems. Brand Management is about seeking to increase the perceived value of your product, service, or company.

Customers want service. More than that, they expect service.

Customer service is not a once off fix. It’s not something you need to think about once and then leave it be. Customer service is something that needs to be revisited constantly. Give your customers a way of commenting on your service, whether it’s good, or bad. After the checkout, around the store, or using a quick online form – give them the option to do so. Don’t stick them in an unseen corner. Say it loud, say it proud. Let them know that you care about what they feel and think.

This is extremely important if you’re looking to improve your customer service. Your customers are a great business tool. Open the lines of communication.

Though, don’t just let the comments sit there on your desk or in your inbox piling up. Read them, think about them, take action, make amends, and then reply to your dear customer with a note of thanks and informing them that you have (truly) done something about it.

Brisbane Brand Consultants

We’re your Brisbane Brand Consultants. Here to help you to step up above your competition by brand design, brand development and the often forgotten brand management.

Be recognised. Be remembered.