Comments on: Customer Service – How do you market it?

By: Chad Massaker

Chad Massaker — Wed, 24 Mar 2010 01:54:57 +0000

I’ve recently learned about NetPromoter after having seen one of our vendors use it repeatedly on us. I like the concept, however, after having researched it, there does not appear to be conclusive evidence that it is an effective measure. There are many sources that debunk it. What’s stranger is that the vendor that I am referencing only sells to other IT companies. Given how NetPromoter works: “On a scale of 1-10, how long would you be to recommend us?”, it seems strange to ask us if we would recommend a product to a competitor .

By: Brian Klansky

Brian Klansky — Thu, 18 Mar 2010 19:44:24 +0000

Chad,

We use NetPromoter methodology to measure client satisfaction. It has become the standard and it is used by Apple, Harley Davidson, and GE to name a few. http://www.netpromoter.com/netpromoter_community/index.jspa
It helps us tremendousely in sales because every company says they have good customer service but can they prove it? We also copied salesforce.com idea of proving reliability, a key discussion in the voip space, by publically showcasing our 10 year track record of reliability-no password required and vendors, partners and competitors alike can see us-warts and all.
http://trust.m5net.com/

In the internet age, they are going to blog about you or tweet or something. You might as well just be honest and transparent in your dealings. This has helped us market our service as the trusted source in hosted phone systems.

By: Todd Schnick

Todd Schnick — Mon, 08 Mar 2010 01:22:36 +0000

I could make the case that you don’t “market” customer service. As you said, everyone does that. Good customer service leads to people talking about you in the world. Which builds up and strengthens your brand. Which is good marketing…

Just be the best at what you do, and it will market itself…

By: B Smith

B Smith — Thu, 04 Mar 2010 14:37:33 +0000

Doing what you say you will do is no longer good enough for today’s consumers, including the business consumer. Word of mouth is still by far the best marketing with the highest return. So I agree with the comment by Ayshah, that asking for the kudos can go a long way. Written or video a testimony on your web or other marketing outreach can prove to be great back up. I would say you could take that one step further by making it a practice to talk about your customer service with your current customer. When you ask for a write-up what if you also asked “Who else do you know that would appreciate our level of customer service?” You’re not asking them if they know someone who ‘needs’ your product/service right now, just getting them thinking about their sphere of influence and hopefully giving you a new lead for someone who will appreciate what you provide.

The best way to market Good Customer Service is to provide Good Customer Service!

By: Chad Massaker

Chad Massaker — Wed, 03 Mar 2010 21:59:15 +0000

I hadn’t thought of it that way, but I guess it is… LOL… I was neck deep in writing our marketing plan when I was inspired to write this.

By: Ayshah Victoria Powers

Ayshah Victoria Powers — Wed, 03 Mar 2010 18:21:01 +0000

believe the best marketing tool for customer service is past (and current) clients. Asking your satisfied customers to take a moment to give you a good write up (or VIDEO comment ) that you can promote via your website or newsletter should increase the credibility of any pre-presented accolade.

Of course, this article in itself is a great marketing ploy, Mr. Massaker!

Ayshah Victoria Powers
Managing Director
ExecPointe, LLC Performance Strategies