Hypothetically speaking, let’s say that there was a crisis with your company – a server goes down and your customers have trouble accessing their accounts. Let’s say that you have millions of customers. All of a sudden the phone calls start pouring in and you
only have 10 people on the phones. It would be a mad house wouldn’t it?But what if customers had a way of finding out what’s going with your company without having to call in and wait an hour to find out why they can’t access their account? What if there was a way for them to know how you personally feel about the situation and what steps are being taken to remedy the situation? Here’s a prime example of this (via Converstations). (The Know More Media team is also great at communication!)
Does your company have a blog? Why or why not? How are you communicating with your customers? No matter who you are or what type of business you have, I still think it’s important to communicate and share your experiences! Hey, even doctors can blog too…
We make a living by what we get, but we make a life by what we give. – Winston Churchill
Southwest Airlines has the best corporate blog, IMHO. Their posts seem to fall into three categories: humor, why they do things the way they do, and serious. An example of "serious" is their post explaining why they were considering seat assigments. A great way to spread the word and "soothe the masses."
Posted by: Glenn (Customer Service Experience) Ross | September 13, 2006 11:57 AM | Permalink to Comment