Make or Break the Customer Experience

By Robbie Pleasant, TMCnet Contributor

There’s a common misconception that most companies, when receiving feedback from its customers, tend to brush it aside and not even read it. While I can’t speak for every business (and those who do that are making a big mistake), such is not the case for Phone (News - Alert).com’s CommunicateBetterBlog.com, which has been showcasing customer feedback and responding to it for “Feedback Week.”

In one noteworthy instance, we see the difference that one employee doing his job right can make. In this example, the employee’s helpfulness convinced the customer to port her office numbers over to a Phone.com (News - Alert) account, thus making a sale and getting a new loyal customer. There weren’t any special tricks, deals, or offers, just great customer service and a commendable job.


Image courtesty of Shutterstock

This stands to show all the difference that a single employee can make with a single customer interaction. First impressions are vital, as they color one’s entire experience with an organization moving forward. Poor service, whether it’s through inaction, not listening to the customer, or just a bad attitude, can cost a company sales. The plural form was intentional, since you’re losing not just a sale, but all those potential purchases that the customer might have made later on, and any lost from the bad PR it brings; in today’s hyper-connected world, word travels fast.

However, this also means you have a chance to win a customer for life with good service. Every time one interacts with a customer, they have a chance to lose them or to win them over completely. If a customer is impressed, that customer will keep coming back, and will recommend friends to the service as well. It’s a domino effect either way.

The blog’s Feedback Week is a great opportunity to showcase the power of customer service and satisfaction, and it has done as such. This stands as a great example of the power of good customer service, and all that can be gained from a single employee doing a commendable job. It’s a lesson to be taken to heart, as there is much to be gained from it, and just as much to be lost from ignoring it.

Edited by Carlos Olivera