You know your business needs a good Facebook page. You’ve got a Twitter feed. Your office is on Foursquare. You’ve even set up a Pinterest account for your webshop. So what’s this? People are telling you that you need to get on Instagram too?
Let’s get one thing straight. You don’t need to be on every single one of these platforms. It isn’t essential. For customer service purposes, you would be doing yourself a disservice not to be on Facebook and Twitter. But when it comes to the others, quality is more important than quantity.
As we become increasingly comfortable with the internet, online sales are continuing to rise year on year. If you have an online business, you will eventually need to take on more customer service staff. Easy, right? Just place an ad, check out the responses, do some interviews, and it’s all sorted. Back to business!
Wait just a second. Remember why you’re doing it all in the first place. In a customer-centred business, it’s all about the customers. Don’t be sidetracked by thinking in the short-term and hiring anyone who kind of seems like an okay option.
Back in September, we wrote about budget airline Ryanair’s vow to give its customer service style a complete overhaul after it was voted the company with the worst customer service in the UK. Having spent years being aggressively proud of his “take it or leave it” attitude to customer satisfaction, CEO Michael O’Leary declared that his company was going to clean up its act.
Now that they’ve had about 5 months to implement the alterations, we wonder whether Ryanair is making true on its promises. Or is there still a long way to go?
Acclaimed writer and speaker Malcolm Gladwell recently spoke to AmEx OPEN Forum about his latest book. In David and Goliath: Underdogs, Misfits and the Art of Battling Giants he analyses what happens when ordinary people confront giants.
You know all about Gladwell, I’m sure. The Tipping Point, Blink, Outliers – you name it, he wrote it. This blogger described him perfectly: “His great strength is finding significance and even fascination in the mundane.”