The SMB Customer Experience: A New Podcast
Last week Mike MacDonald posted about the customer experience and I thought I'd build on that from my world...of SMBs.
SMBs are not interested in customer service as we know it… they are interested in great products that DON’T require customer service! Low touch or no touch is the key… if there is a problem… that’s Ok, but make it super easy and super fast for them to get back up and going.
The new podcast we just added to the SMB Podcast Series talks about how something as simple as getting the customer the RIGHT product to begin with can earn you big customer service points. Perry Perkins who works in Product Information and blogs about The FreeColorPrinters program, shared his thoughts concerning customer advocacy, and the importance of truly understanding the needs of the business when working with all types of customers. He also talks about how we’ve seen color usage evolve over the years, especially with small businesses.
I don't think we ever stop learning about how to provide better customer service--new challenges present themselves with each customer. But I'm definitely proud of the fact that earlier this year, Xerox earned its Second Consecutive J.D. Power and Associates Certification for Excellence in Customer Service. No company has ever done that before. When J.D. Power and Associates surveyed our customers about their experiences, Xerox scored nearly 10 percent above the industry benchmark. Now that’s what SMBs are looking for… great products and great customer service.
What do you think makes for great customer service?
Paul Gleason
Vice President, Small and Medium Business
Xerox