I’m not your customer for life. No one is. There’s no such thing.
I might love your product and love your service, but that’s not enough. I want more.
Everything you say or do will have an impact on how I view you. Every contact I have with you in any way is another opportunity for you to prove to me how wonderful you are. Of course it’s also an opportunity for you to mess up.
Every time we talk on the phone, meet in person, or exchange an email, is an opportunity that could make or break you.
Every thing you post or say online via your website or social media is something I’ll be watching. One slip up, and I might walk away.
Every thing you say within earshot of someone else, is something they could record or repeat online. Everything you do or say within earshot of me, is something I might share online. Every experience my friends have with you is something they will talk about online and I will see it.
Every time I use your product, I expect it to work. If it doesn’t perform to my expectations, it could change my mind about you. And if I tell you about it, how you respond will leave a lasting impression on me.
Every advertisement or commercial or marketing message you put out there will tell me something about you. Will that message draw me closer to you, or make me think twice?
If you want me as a customer for life, you have to earn it.
- 5 Tips for Using Social Media as a Customer Service Tool (entrepreneur.com)
- Social Media Customer Service Done Right (davidajacobs.com)
- With Social Media, Everyone Must Be On Board (inklingmedia.net)
- Tell Marketing: The Customer Experience Begins with Them (customersthatstick.com)
- If I Lose a Customer… (customersthatstick.com)
- Social Media and Small Business House Calls (inklingmedia.net)