customer relationship management picture in charleston sc

Customer Relationship Management: Not Just a Complaint Department

by Trevor B Reed on May 28, 2010 · 0 comments

Life has steadily become faster ever since the industrial revolution and the invention of the assembly line. Time is at a premium and consequently, business interactions are getting shorter and shorter.

Look at your own schedule. How often do you eat fast-food because you “don’t have the time”? Sadly, the level of service we expect is inversely tied with the speed we need things accomplished. As a society, our expectation of fast-food establishments and many other industries is already too low. We only seem to require the products we purchases to be made correctly and for the service to be adequate. In this fast-paced society, a business that takes the time to genuinely interact with customers without wasting their time should be hailed above all others.

There are a myriad of specific “to-do’s” and “not-to-do’s” (Discussed in an upcoming blog) but the basic point is to let customers know they are appreciated and that the company values their business, opinion, and concerns. The other side is to make sure not to waste a customer’s time. Society is not slowing down any time soon, but an individual customer will slow down in order to be properly taken care of. The balancing act that every business faces is giving a large amount of important information, while being concise and not wasting time. The best solution for your online marketing is creating a strategy that has a Usability focused Web Design and strong Social Media presence.

Web Usability
Different customers need different things and each target marked should be approached as such. With time at a premium, the easier a potential customer can navigate your website, the better. Let them find what they are looking for, when they are looking for it.

Social Media
This is where customers will be spending some time. People want to interact with businesses comprised of people who care about them. Quality interactions are a must. This is accomplished by posting real questions and responding to customer answers. A company running contests and social media specific promotions is going to get a lot more traffic on their Facebook or Twitter pages than one that is mindlessly spitting out sales pitches.

The world will continue to speed up so businesses need to make their information readily available. There is no substitute for genuine interaction. As busy as your customers are, they always have time to be appreciated!

*Handshake picture taken by AndyRob and used under Creative Commons

Trevor B Reed customer relationship management blog in Charleston SCTrevor B Reed is the COO of Synactable an Online Marketing & Public Relations Company in Charleston, SC. Contact him by leaving a message below or tweet him at @TrevorBReed

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