Author and marketing guru Seth Godin posted a sharp entry in his blog about the inbound phone call being a hugely valuable marketing event for a business.
He noted: “The goal of every single interaction should be to upgrade the brand’s value in the eye of the caller and to learn something about how to do better, not to get the caller to just go away.”
That seems to be the prevailing objective: do away with the nuisance, rather than learn something from the prospect or customer.
Also, almost every consumer would wholeheartedly agree with Godin’s statement:
“Your call is very important to us,” does not jibe with, “Due to unusually heavy call volume.”
Read his post: Who answers the phone. Or view a case study on how not to deliver
‘customer service’.
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