Comments on: Guest Blogger: Avoid the Customer Tug of War http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Wed, 10 Mar 2010 02:04:40 -0600 http://wordpress.org/?v=2.8.4 hourly 1 By: Emirates Jobs http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-4252 Emirates Jobs Tue, 05 Jan 2010 09:33:11 +0000 http://customersrock.net/?p=1315#comment-4252 we must be focused on the things that costumers are discussing everytime. we must be focused on the things that costumers are discussing everytime.

]]> By: Brooklyn http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-4124 Brooklyn Mon, 14 Dec 2009 09:13:07 +0000 http://customersrock.net/?p=1315#comment-4124 In the midst of rat race competition how do you manage to get your blog noticed? I mean I been trying very hard to bring traffic to my blog but doesent seam to work much any suggestions from you would be helpful? In the midst of rat race competition how do you manage to get your blog noticed? I mean I been trying very hard to bring traffic to my blog but doesent seam to work much any suggestions from you would be helpful?

]]> By: Office Cleaning Edinburgh http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-3799 Office Cleaning Edinburgh Tue, 20 Oct 2009 17:04:41 +0000 http://customersrock.net/?p=1315#comment-3799 I don't like the sound of 'who owns the customer' either. 'Who affects the customer the most' would be probably a better phrasing. Delegating an employee to deal with customers and company's issues on social media is quite a good idea once you have such a savvy employee ;) I don’t like the sound of ‘who owns the customer’ either. ‘Who affects the customer the most’ would be probably a better phrasing. Delegating an employee to deal with customers and company’s issues on social media is quite a good idea once you have such a savvy employee ;)

]]> By: MAS1916 http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-3662 MAS1916 Thu, 17 Sep 2009 21:30:52 +0000 http://customersrock.net/?p=1315#comment-3662 In my IT experience, 'who owns the customer' was a contentious question. It did tend to inspire the entire organization to develop a client by client plan for communicating different types of information. Sales was handled by the Account Manager, technical issues went through the PM, smaller text and placement issues went through the CSR. Still, we all got on the same page before any one of us reached out to the client. In the end, we all 'owned' the client. Thanks for this post! MAS <a href="http://seoconsultantsdenver.thewebinfocenter.com" title="SEO Wannabe" rel="nofollow"> In my IT experience, ‘who owns the customer’ was a contentious question. It did tend to inspire the entire organization to develop a client by client plan for communicating different types of information. Sales was handled by the Account Manager, technical issues went through the PM, smaller text and placement issues went through the CSR. Still, we all got on the same page before any one of us reached out to the client. In the end, we all ‘owned’ the client.

Thanks for this post!
MAS

]]> By: Mark Yolton http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-3610 Mark Yolton Mon, 31 Aug 2009 21:54:57 +0000 http://customersrock.net/?p=1315#comment-3610 Eeesh, I don't even like the premise of "who owns the customer" question. Yes, I know it comes up in internecine organizational tugs-of-war but gosh, it hurts my stomach ... #1, the customer "owns" herself. He or she or it (if it's a company we're talking about) should determine who they want to work with, often various departments and individuals depending on the customer's need at the moment. But I don't think a customer wants to be "owned" by any one or any department. After all, the customer is the one footing the bill and paying the salaries; they deserve more respect and appreciation than ownership conveys. We exist to serve customers, not to fight over who serves and speaks and engages with them. #2, it's everyone who should be engaging in some way, shape, or form. We should all be focused on helping our customers, delighting them, serving them, responding to them. If we have value to offer, offer it. If not, don't. So, if the customer has a billing issue, the accounts receivables department. If the customer has a product question or suggestion, maybe product marketing or product development. If it's a service question or issue: customer service / support. And so on. In other words: everyone, in their correct area of expertise and authority. By the way: love those folks at Ant'sEyeView too. Thanks for the provocation... :-) Regards, Mark Yolton Eeesh, I don’t even like the premise of “who owns the customer” question. Yes, I know it comes up in internecine organizational tugs-of-war but gosh, it hurts my stomach …

#1, the customer “owns” herself. He or she or it (if it’s a company we’re talking about) should determine who they want to work with, often various departments and individuals depending on the customer’s need at the moment. But I don’t think a customer wants to be “owned” by any one or any department. After all, the customer is the one footing the bill and paying the salaries; they deserve more respect and appreciation than ownership conveys. We exist to serve customers, not to fight over who serves and speaks and engages with them.

#2, it’s everyone who should be engaging in some way, shape, or form. We should all be focused on helping our customers, delighting them, serving them, responding to them. If we have value to offer, offer it. If not, don’t. So, if the customer has a billing issue, the accounts receivables department. If the customer has a product question or suggestion, maybe product marketing or product development. If it’s a service question or issue: customer service / support. And so on. In other words: everyone, in their correct area of expertise and authority.

By the way: love those folks at Ant’sEyeView too. Thanks for the provocation… :-)

Regards,
Mark Yolton

]]> By: Guest Blogger: Avoid the Customer Tug of War [ Customers Rock! ] http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-3599 Guest Blogger: Avoid the Customer Tug of War [ Customers Rock! ] Fri, 28 Aug 2009 03:44:58 +0000 http://customersrock.net/?p=1315#comment-3599 [...] Guest Blogger: Avoid the Customer Tug of War Found 15 hours, 28 minutes ago As you can probably surmise, I have had a very busy summer and haven’t been able to blog as much as I would like! (Note: You can find me fairly frequently updating on Twitter at twitter.com/bcarroll7). As the summer wraps up, I am scheduling some new posts for you, my loyal readers, which focus on [...] From: customersrock.net [...] [...] Guest Blogger: Avoid the Customer Tug of War Found 15 hours, 28 minutes ago As you can probably surmise, I have had a very busy summer and haven’t been able to blog as much as I would like! (Note: You can find me fairly frequently updating on Twitter at twitter.com/bcarroll7). As the summer wraps up, I am scheduling some new posts for you, my loyal readers, which focus on [...] From: customersrock.net [...]

]]> By: antseyeview.com - Customers Rock! http://customersrock.net/2009/08/26/guest-blogger-avoid-the-customer-tug-of-war/comment-page-1/#comment-3598 antseyeview.com - Customers Rock! Fri, 28 Aug 2009 02:19:49 +0000 http://customersrock.net/?p=1315#comment-3598 [...] So I jumped at the chance to guest blog. Take a minute to check out Becky and latest blog post on Avoid the Customer Tug of War. blog comments powered by Disqus var disqus_url = [...] [...] So I jumped at the chance to guest blog. Take a minute to check out Becky and latest blog post on Avoid the Customer Tug of War. blog comments powered by Disqus var disqus_url = [...]

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