What we say and what we do, are so often different when it comes to business. Here are 10 manifesto pledges which can act as a checklist
- If you value my custom why can I not find a contact list on your website and therefore have to hold for up to an hour for help?
- If you value my views why tell me what I should think and buy?
- If you value customer service, why do you see it as an transactional overhead?
- If you answer the phone asking how can you help - why do you say it is not my department?
- If you want to grow year on year, why do you only offer rewards for coming and not staying with you?
- If you love social media, why do you only broadcast messages rather than engage with me?
- If you want more sales, why not see a satisfied customer as a potential 'recommender' and influence me to recommend you to my friends?
- If you I spend my time researching before I buy, why are you not providing content that helps me make the right decision for me?
- If I help pay your wages, why do you concentrate on internal meetings rather than external conversations?
- If you want to create business value, why don't you create value for me to buy rather than products?
Any of these ring true to you as a customer? Any ring true within your business? So often the customer service side is seen as a cost rather than a revenue generator....so often the people least valued are the ones who act as your customer contact, customer service is not a transaction centre...it is a centre for customer happiness!