I had an idea. I wrote it down. It’s just a small flame now but, with your help, that flame will ignite something big…
The following is an excerpt from my finalist submission in Firepole Marketing’s “Marketing That Works” Ideas Contest.
The great customer service hoax: Why instant customer service is painfully stupid (and what to do instead)
We’ve all been there.
In a queue. Waiting.
You’re watching everyone else get served and asking yourself: “Why can’t they make this faster? Why can’t they put more staff on? Why is my time being wasted in this queue?”
You might be surprised to learn that the time you spend waiting in that queue has been mathematically calculated. That’s right. That place where you’re waiting knows exactly how long you will spend on hold, or stand in line, and they balance that time against customer satisfaction levels.
The simple truth about customer satisfaction
You might think that to maintain awesome levels of customer satisfaction you need to have outstanding products and services, diligent processes and reports and excellently trained staff who know when to make a decision that’s right for the customers.
Well, you do need those things but the truth about consistently good customer satisfaction is much simpler.
Customers are satisfied when you met their expectations. They are really satisfied when you exceed their expectations but the simple truth behind happy customers is how well you set their expectations in the first place.
Discover how to skyrocket your customer satisfaction levels
You can read the full post here and learn the secret of improving your customer satisfaction levels while you make your customers wait.
Once you’ve read it, I’d love it if you could:
- Leave a comment with your thoughts (even if it’s to say that you liked the post)
- Share the blog post with your social media network by tweeting, liking, sharing, plus 1’ing
- Ask your friends and colleagues to leave a comment and share the post
- Share the blog post some more!
The reason I’m asking you to do this is that it’s a contest and, well, I want to win! The winner is decided by social proof, which means the greatest number of comments and shares. There is a small cash prize but the real prize is validation of a good marketing idea and sharing that idea with new readers.
What do you get out of it? Well, you get to help me out (go, you!) but, more importantly, you get to read through innovative marketing ideas from 19 up-and-coming marketers on the web.
Your marketing might never be the same again!
So what do you say? Read The Great Customer Service Hoax, leave a comment and share it with your friends. I’ll be your best friend…
Belinda (AKA The Copy Detective)
