Comments on: In it for the long term http://customersrock.net/2008/02/21/in-it-for-the-long-term/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Mon, 15 Mar 2010 16:39:11 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Ravi Kiran http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2203 Ravi Kiran Wed, 21 May 2008 10:48:17 +0000 http://customersrock.wordpress.com/?p=437#comment-2203 Excellent example Becky. Your experience is truly rocking. Thanks for sharing the story with us. Excellent example Becky. Your experience is truly rocking. Thanks for sharing the story with us.

]]> By: Patrick http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2209 Patrick Thu, 28 Feb 2008 11:45:56 +0000 http://customersrock.wordpress.com/?p=437#comment-2209 Great Idea! Check out www.Hellpeter.co.za its a South African site where the consumer can comment whether negative or positive. It gives the Manufacturer or service provider the opportunity to view, monitor and respond if they wish and address any pertinant issues. Companies are using it now as a platform to address Service issues that may not be esculated correctly and also as constructive critcism to make amends in their operation. Great thing is it allows consumers to investigate where they choose to do their business. Scary thing is, I used the platform to see where I could have a Sony Home Theatre System fixed, in South Africa Sony use a 3rd party contractor. The site would make one rather throw the item away and purchase a different brand based on the reviews their service contractor gets on the site! So find this tool usefull and positive as a consumer and business owner! Thx Pat Great Idea!

Check out http://www.Hellpeter.co.za its a South African site where the consumer can comment whether negative or positive. It gives the Manufacturer or service provider the opportunity to view, monitor and respond if they wish and address any pertinant issues.

Companies are using it now as a platform to address Service issues that may not be esculated correctly and also as constructive critcism to make amends in their operation.

Great thing is it allows consumers to investigate where they choose to do their business.

Scary thing is, I used the platform to see where I could have a Sony Home Theatre System fixed, in South Africa Sony use a 3rd party contractor. The site would make one rather throw the item away and purchase a different brand based on the reviews their service contractor gets on the site! So find this tool usefull and positive as a consumer and business owner!

Thx

Pat

]]> By: David Morse http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2208 David Morse Wed, 27 Feb 2008 23:44:40 +0000 http://customersrock.wordpress.com/?p=437#comment-2208 Becky - You always have the greatest personal examples that truly embody what customer service is really about. Thank you for sharing it. It was easy to see that you and your son were delighted. Your readers might be interested in a classic article on the psychology of customer delight and outrage. I posted a link to it on my blog at: <a>CustomerOps.com</a> Thanks again, David Becky -

You always have the greatest personal examples that truly embody what customer service is really about. Thank you for sharing it.

It was easy to see that you and your son were delighted. Your readers might be interested in a classic article on the psychology of customer delight and outrage. I posted a link to it on my blog at: CustomerOps.com

Thanks again,
David

]]> By: Brandon M http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2207 Brandon M Tue, 26 Feb 2008 23:56:08 +0000 http://customersrock.wordpress.com/?p=437#comment-2207 Great story. Being a skateboarder myself i can't tell you how stoked i would be if i recieved a free pair of shoes. Good for them. The best part of all is that they did it purely for the customer. not because they knew that a well known blogger was going to write about it. It's not a marketing tool. Its a way of life and how all businesses should be. Great story. Being a skateboarder myself i can’t tell you how stoked i would be if i recieved a free pair of shoes. Good for them. The best part of all is that they did it purely for the customer. not because they knew that a well known blogger was going to write about it.

It’s not a marketing tool. Its a way of life and how all businesses should be.

]]> By: Becky Carroll http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2204 Becky Carroll Tue, 26 Feb 2008 06:59:35 +0000 http://customersrock.wordpress.com/?p=437#comment-2204 Justin, thanks for the compliment. sdipietr, this particular shop always says hello to my son first, then says hello to me. They are clear on who the customer is - the one who drags me to the store! :) Jay, I agree - Rich truly is a brand ambassador. It doesn't hurt that Fallen has empowered him to act on opportunities like this one! Toby, glad you liked my example. Customer feedback and conversations are truly everywhere these days. The smart organization has learned not just how to listen but also how to act on what they hear. And, it was great to meet you in person, too, Diva! Paul, unfiltered customer input is incredibly valuable. I heard last week, at a conference, that focus groups may be "dead" as far as a method of gathering great insight. Not sure, but I do know that Fallen got some great insight from my son! And they did ask him what he liked about the shoes - and he wasn't afraid to say what he liked AND didn't like! Daksh, thank you for being such a faithful reader! Mack, you are right - many companies would miss this opportunity, seeing a teenager rather than a customer. Good for Fallen for always keeping their eyes open! And yes, the podcast is a classic recording! I would love to get to SXSW sometime - just gotta get on the speaker's list. ;) Lewis, I am glad you keep repeating your mantra. Thanks for the compliments, and keep spreading the word on customer focus! Justin, thanks for the compliment.

sdipietr, this particular shop always says hello to my son first, then says hello to me. They are clear on who the customer is – the one who drags me to the store! :)

Jay, I agree – Rich truly is a brand ambassador. It doesn’t hurt that Fallen has empowered him to act on opportunities like this one!

Toby, glad you liked my example. Customer feedback and conversations are truly everywhere these days. The smart organization has learned not just how to listen but also how to act on what they hear. And, it was great to meet you in person, too, Diva!

Paul, unfiltered customer input is incredibly valuable. I heard last week, at a conference, that focus groups may be “dead” as far as a method of gathering great insight. Not sure, but I do know that Fallen got some great insight from my son! And they did ask him what he liked about the shoes – and he wasn’t afraid to say what he liked AND didn’t like!

Daksh, thank you for being such a faithful reader!

Mack, you are right – many companies would miss this opportunity, seeing a teenager rather than a customer. Good for Fallen for always keeping their eyes open! And yes, the podcast is a classic recording! I would love to get to SXSW sometime – just gotta get on the speaker’s list. ;)

Lewis, I am glad you keep repeating your mantra. Thanks for the compliments, and keep spreading the word on customer focus!

]]> By: Which Customer Matters Most? « Customers Rock! http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2206 Which Customer Matters Most? « Customers Rock! Tue, 26 Feb 2008 06:53:19 +0000 http://customersrock.wordpress.com/?p=437#comment-2206 [...] Customer ExpectationsTips for Listening and LearningCustomer LanguageBathroom Blogfest: Door SignsIn it for the long termPizza Customer [...] [...] Customer ExpectationsTips for Listening and LearningCustomer LanguageBathroom Blogfest: Door SignsIn it for the long termPizza Customer [...]

]]> By: Lewis Green http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2205 Lewis Green Mon, 25 Feb 2008 20:30:49 +0000 http://customersrock.wordpress.com/?p=437#comment-2205 Excellent story Becky. I say this over and over again. Treat customers with respect and dignity and create great experiences. Your business will thrive. Excellent story Becky. I say this over and over again. Treat customers with respect and dignity and create great experiences. Your business will thrive.

]]> By: Mack Collier http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2202 Mack Collier Sat, 23 Feb 2008 14:12:45 +0000 http://customersrock.wordpress.com/?p=437#comment-2202 An evangelist for your company from your target market, in exchange for a pair of shoes. Fallen got a steal of a deal, but too many companies would have whiffed on this opportunity. BTW Becky make sure you listen to that podcast, it's probably the best one I've ever heard. I wish you could make it to SXSW as Ben and Jackie are both going to be there! An evangelist for your company from your target market, in exchange for a pair of shoes. Fallen got a steal of a deal, but too many companies would have whiffed on this opportunity.

BTW Becky make sure you listen to that podcast, it’s probably the best one I’ve ever heard. I wish you could make it to SXSW as Ben and Jackie are both going to be there!

]]> By: daksh http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2201 daksh Sat, 23 Feb 2008 02:36:00 +0000 http://customersrock.wordpress.com/?p=437#comment-2201 That's a terrific example Becky! Thank you so much for sharing your experience with us. -- Daksh That’s a terrific example Becky! Thank you so much for sharing your experience with us.

– Daksh

]]> By: Envision Blog http://customersrock.net/2008/02/21/in-it-for-the-long-term/comment-page-1/#comment-2200 Envision Blog Fri, 22 Feb 2008 19:18:44 +0000 http://customersrock.wordpress.com/?p=437#comment-2200 <strong>Five For Friday</strong> Another Friday, another set of great customer experience links for you to enjoy! Five For Friday

Another Friday, another set of great customer experience links for you to enjoy!

]]>