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How to Improve Your Customer Service - A Novel Idea

Dec 8th 2010 at 3:26 PM

Talk to Your Customers

Seems simple enough doesn't it? Yet how many small business owners don't actually speak with their customers directly? How many have either an automated response system in place to address problems/issues, or have a staff member get in touch with a disgruntled customer?

Put yourself in the shoes of your customers. What would have a greater impact on your perception of a company - an automated email response or a direct message from the business owner showing concern for not only addressing your problem/issue, but offering a suggested resolution?

The business world today is one of competition levels beyond anywhere they have ever been and so many industries are completely saturated. Everyone is trying to sell us on the latest, the greatest, and the best "whatever". Everyone's product or service is THE only one you should purchase. What happens to a population of people who are bombarded daily with SO many marketing messages resulting in serious information overload?

They stop listening!

deaf earsMost marketing messages are not even being heard because they are falling on deaf ears!

What can you do to prevent your brand's message from disappearing in the black hole of messaging?

Start by paying attention to the customers you already have. Did you know that it costs 5 times as much to acquire a new customer than either upsell or get repeat business from a current one? You need to pay careful attention to your customer service status to ensure that your customers are happy, that they become repeat customers, and that they refer your brand to others. This is part of your reputation management. Keep them happy and they will come back again.

You need to be a little different, a lot more compelling, and need to have an edge over your competitors. How can you do that?

You have to start by thinking outside of the box. Thinks of ways to make YOUR brand message and YOUR customer service stand out.

I have written before about video emails and how they can really increase your brand messaging power, but recently came across another use for video emails that I hadn't thought of.

Consider the following scenario:

You, as a customer, are having a problem/issue with a company you are dealing with. How impressed would you be to receive a PERSONAL response/apology/problem resolution from the owner of the company in your email inbox? I had one of those "Aha" moments when I saw this in practice.

Take a look at the following example by clicking on the image below and see one way you can improve your customer service and enhance your reputation with video emails.

What are some of the things you are doing to make your brand stand out?

How are they working?

Inquiring minds want to know :)

customer service video email

For more information on MyVideoTalk, contact SupremeTeamNY at

Please to comment
May 13th 2011 at 8:56 PM by jweishaar
Hi Dwi, I'm all for being human and not robot. While we are it - can we ditch those captchas? I never get them right the first 10 times. Not sure why we have to prove we are human LOL Aren't we supposed to be innocent until proven guilty? :)
May 13th 2011 at 8:32 PM by leviro
Great article Julie.. Since we "talk" to the customer, it's the point we are a human being, not a robot called autoresponder... :)
May 7th 2011 at 10:26 PM by schmity58
Thank you for sharing this I have been looking at this and it looks like a great way to say hi.
Feb 28th 2011 at 9:47 AM by jweishaar
Thanks for reading and appreciating my article. Sounds so basic doesn't it? Just "talk" to your customers. Does wonders for your customer service :)
Feb 27th 2011 at 10:00 AM by GTBulmer
Hello, Julie: Thanks for posting this informative article. Great info and advice. GT :-)

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