A manufacturer called my company, LaBov & Beyond Marketing Communications and Training with a need: his industry is down 50%. They feel they need to focus on the customer experience ASAP.
Makes sense. Except, why now? Why haven't you been focusing on the customer? And, since you have less customers than ever, don't you think you also need to focus on bringing more of them into the dealerships?
Extraordinary customer service would've helped them get through the downturn, for sure, but now, that's just one area to focus on. They have bigger problems, like drumming up business right now. Otherwise, a new approach to customers will be wasted energy.
Barry LaBov
LaBov & Beyond
www.labov.com
Tuesday, September 6, 2011
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Excellent ideas especially given the economy. In business, it is becoming more important to continually examine how we can make our service of more relevance to their needs. But, this would require a commitment to tracking CS feedback.
ReplyDeleteThanks, Link. It's all goes together. Without customer service, there is no long-term relationship. And if you don't focus on landing customers, there are none to serve.
ReplyDeleteBarry LaBov
LaBov & Beyond
www.labov.com