Digital 3000 -- Digital Media Strategies and Solutions: There is Nothing More Important Than the Customer Experience!

Monday, April 2, 2012

There is Nothing More Important Than the Customer Experience!

For all of the social and digital media advice and trends I provide on this website, as I preach at conferences, keynotes, when I'm teaching, and anywhere people will listen---all of the social media engagement and listening in the world is trumped by remarkable customer service.

If you provide remarkable customer service, people will tell others through word of mouth and through social media. Conversely, if you have poor touch points with customer service, people will tell others.

I was flying cross country a couple of weeks ago and had a layover at DFW. Now I know airline gate agents are stressed to the max and have to deal with some outrageous people and situations at times, but watching what was happening for a few hours was amazing.

This happened to be American Airlines. I'm sure American has thousands of amazing people who go out of their way to help customers and make them feel good. However, on this day, at this gate, for a few hours, that wasn't the case. The customers who would approach these gate agents did so politely. For three hours, never did I see a smile. Never did I see anything other than multi-tasking, transaction agents, mostly looking down while "customers" approached them.

Here are a few things to think about:
1. Love your job or leave it. It's not prison.
2. Love your customers or leave them. Your job isn't prison.
3. Provide remarkable customer service that people will talk about, otherwise your business is invisible and no different than any other business.

(c) Digital3000.net Joseph Barnes
digital3000.net

About Joe Barnes

Joe Barnes is a highly sought-after digital media marketing strategist, conference speaker and trainer.

He consults on major media, social/digital media, strategic communications, public relations, and marketing initiatives. His clients have ranged from small businesses to Fortune 500 companies, nonprofits and leading government agencies.

Joe understands and leverages consumer insights to provide solutions and ideas that bridge TV, web, mobile, social media, email, search, advertising, etc., and maximize consumer engagement. He answers key questions such as how brands are communicated and experienced through digital interactions, and how digital interactions fit into broader customer experiences.

Joe is known for his passion for innovation and the customer experience, combined with a sound understanding of consumers, social networks, and brands.

As a journalist/storyteller he has led teams that have won countless Emmy® Awards and the prestigious Edward R. Murrow Award for Outstanding Journalism.

He’s a lecturer at the Albers School of Business and Economics Seattle University; he has an MA Degree; is quoted in two books; is on several boards; and is a certified Leadership Trainer.

Contact Joe Barnes: joe@digital3000.net

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