I wrote this article for the most recent edition of CPU Magazine. I thought I would touch on the difference between old world customer service and new world. Things are changing, and if people don't catch up soon they'll be in for a shock.
Voodoo is guided by the principle that the customer experience will ultimately define our success or failure. A number of years ago we spotted a trend within our customer base that proves tech-savvy customers are quite vocal. Gamers tend to be extremely influential when it comes to technology buying decisions. As a result, we launched the MUTTHABoards, a public forum hosted by Voodoo that lets people openly speak about whatever topic comes to mind.
In this day and age of ecommerce it is very important that we recognize the difference between the new-world model of customer service and the old world.
In the old world, a customer would buy a product, take delivery, and experience the product. They would tell 10 of their friends about their experience and life would go on. Sometimes they’d be prompted to take a customer service poll in a magazine, such as PC Magazine. The trouble with magazine reader surveys is they are usually limited to only a select few companies. It’s also difficult to get accurate answers about customer experiences by putting them on the spot with “market research.” In the old world, memories were generally short.
In the new world, the customer will not only tell 10 of his friends but will also write a blog, utilize....
The rest of the article may be viewed here.
1 blogger comments:
A great article. I wholeheartedly agree with it. My company provides forums free to our site visitors. Not only does it keep them visiting the website, but it gives us better research into our target audience rather than surveys and polls.
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