Customer Relations - Real People Inside! |
Do you remember those stickers that said, "Intel Inside", that were attached to so many personal computers and that appeared in zillions of ads? It was a very clever attempt at branding something that wasn't visible to a customer, but which was nonetheless important to the functioning of the product, the processor. Manufacturers that could claim their PC's were powered by Intel injected credibility into their otherwise drab and lesser known names on the computer boxes. Equally important, over time, Intel could release increasingly powerful processors and it would give buyers an enticement to upgrade, which stimulated sales throughout the entire supply chain. I'm not here to tell you one chip is better than another, because that may not be the case. But Intel showed us that there is a perception of value that can be built by touting the innards of a product. Why wouldn't the same logic apply to customer service, asks this CNBC expert commentator, top speaker, and best-selling author of 12 books, including MONITORING, MEASURING & MANAGING CUSTOMER SERVICE.
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