CMO Council – In a study by the CMO Council responsiveness

In a study by the CMO Council, responsiveness is the most important characteristic of good customer service, according to the customers themselves. But it’s actually a characteristic response to a customer’s problem, and it has become something that generates incredible word-of-mouth. Customers expect their problems to be solved quickly: this is another example of a characteristic response that they have developed themselves. I’ve listed four things you can do with your own business to solve customer problems quickly, proactively and creatively. Responding quickly makes customers feel that their problems are important. Let them know that if you have a policy designed to make their lives easier and make your business profitable, they can also do anything to make the customer happy. It’s a pretty simple thing on our part, but it does get a lukewarm response when we offer it. To fully justify this idea, you have to design how you will automatically respond to the customer’s problem. It takes a little bit of thought, planning, implementation, and even training to come up with what I call your signature problem-solving approach, but it can be a very valuable tool for your business. You can respond to customer challenges, problems, frustrations, failures and mistakes in two ways. The first step to problem solving with a basic marketing tool is to encourage your customers to let you know when something goes wrong. One way to create goodwill, positive vibes and customer satisfaction is to exceed expectations. You should make it clear in all of your marketing materials that you are open to feedback and will not stop until your customer is satisfied. You can ignore this and create the kind of friction that nullifies their confidence, or you can overdo it and turn problems into gold mines. From time to time we get inquiries from customers who have purchased one of our products but feel it’s not what they thought it was and want it back. When you save a company that made a mistake by responding in an often unexpected way, you create a positive buzz and customers for life.