Any single person in your company can make a positive or negative impression on a customer. And today, thanks to social media, that one impression can be multiplied, exponentially, within hours.
“Think of Yelp or TripAdvisor,” says Kathy Cuff, coauthor of Legendary Service: The Key Is to Care. “You can go online and read hundreds of experiences other people have had with individual employees at thousands of restaurants, resorts, and other companies. What does this mean to you? It means that one customer’s good or bad experience with one of your employees can become front page news for other prospective customers at precisely the time they are considering buying a product or service from your company.
In an interview for this month’s issue of Blanchard Ignite! Cuff explains that, “Today’s customer has a big megaphone in that small mobile device and isn’t afraid to use it. Here’s an example:…
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