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Impact Learning System's "What Is Good Customer Service? [Infographic]

This infographic is certainly worth reading. On its face it seems more marketing in nature, but take a closer look. The section on brand loyalty talks about how consumers don’t buy a product or service, but comfort, familiarity, hope. Here’s a true story. When I was growing up, my mother bought Tide and Downey. Now I buy Tide and Downey. I don’t pay much attention to the price, and I’ve never even tried another brand. Why? Because that’s what my mom used, and laundry soap is Tide and Downey. Period. Does my mother still use Tide or Downey? Nope, not really. It’s not that important to her. But, somehow, it resonated with me, and I’m stuck. The important message here is associating your product or service with positive experiences. My positive experience with Tide was my childhood household and mom doing the laundry. Really great customer service can also create those positive experiences, Think about a time when you went to your local grocery store or coffee shop and they greeted you by name or complimented your smile. You felt a little closer to that establishment, right? Food for thought.

 

About the author, Frankie Saucier

Frankie Saucier created the Socially Supportive podcast because believes that in order to advance digital and social customer care, leaders must come together in a community where colleagues can collaborate on the latest strategies and discuss the best technology. The Socially Supportive podcast creates a space for that community to thrive. She is also the Founder and CEO of Socially Supportive, a digital consultancy that helps brands communicate effectively with customers online. Frankie is a member of several consortiums, including the Social Care Leaders Group, an international group of leaders in the digital and social care space. She has over 20 years' experience in customer experience, including 7 years creating and running the digital customer support team at the 3rd largest cable company in the U.S. She also holds a bachelors in Mass Communications.

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