(Un)Customer Service = Customer (Dis)Satisfaction

A friend’s elderly mother purchased a new car. She opened the owner’s manual to figure out how to set her favorite radio stations before driving home. Imagine her surprise to find that the sales person had already programmed the radio stations in the new car from her old one! A friend stopped on her way home from a manicure, saying she just had to tell someone about the experience she had with her manicurist, who not only walked her to her car and opened the door but put the key in the ignition and started the car so my friend wouldn’t muss up her nail polish.

Did my friends talk about the new car and the fabulous manicure or the value added service they received? Certainly both, but the value added services led the conversation in every telling!

We feel satisfied when we get something that we need or want because our desires are fulfilled. We know that a customer can be anyone who receives something they perceive to be of value, a product or a service, from an individual or organization f95zone. Customers are both internal and external to the organization, each with his or her needs, wants and desires.

Customer service standards are on the rise. When customers deal with you, they compare you to anyone else from whom they’ve received (great) service, not just someone from the same industry.

Take grocery shopping, for example. Why am I drawn to Trader Joes when other stores are closer to home and, in some cases, less expensive? I shop there because it’s fun godaddy email. I like the experience of helpful staff and tasty food samples that get me to try something new. I feel like I’m being ‘taken care of’ while I’m there.

Why do we stand in line at Starbucks, paying a premium for a product we can make at home for mere pennies? Few of us return to Starbucks for the coffee as much as we return for the total experience of perceived added value. We are willing to pay for a value-unique experience in the form of product or service excellence.

We enter a store because we trust we will get what we want or need there. We return because that store has exceeded our expectations. We are satisfied customers.

If, according to management guru Peter Drucker, the only valid purpose for any business is to create and satisfy a customer, how do businesses gather feedback to ensure success?

Toyota service departments leave a thank you card in the car following service, often following up with a telephone call to make sure problems have been resolved. Hotels routinely leave short questionnaires in rooms, asking guests to rate their level of satisfaction with staff efficiency, room cleanliness and food quality. GoDaddy emails a link to a quick online questionnaire. My accounting firm sends a client satisfaction questionnaire complete with a self addressed stamped envelope, asking me to rate their initiative in providing advice, their availability for calls and meetings, the timeliness of their work, and understanding of my concerns.

In the first part, we talked about the first deadly mistake that can cripple your e-mail campaigns. That mistake is failing to write your most important copy “above the fold.” Many marketers fail to fully understand the importance of writing “above the fold” in all e-mail communications.

Just as with traditional direct mail, it is absolutely critical that you get your prospect’s attention using the space or “real estate” available to you on the computer screen without the need for scrolling.

In this part, we’ll talk about the second deadly mistake that can cripple your e-mail campaigns, and that is not having the right information in the “from” field of your e-mails. I can’t emphasize enough how important it is to have a good “From” line in your e-mails.

Everyone says that the money is in the list. If you want to find out what list building tools you need to build an e-mail list then read this article to find out more.

The first thing that you need is a domain name. You can get one of these from any of the well-known registrars, such as Godaddy or Namecheap. Your domain name should reflect the niche of your opt in e-mail list. It should also be a com domain as these are most trusted by Internet users and building trust is very important in e-mail marketing.

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