The higher the octane, the better your business will run.
Yes, customer service is actually part of the marketing
It affects word of mouth marketing, it affects your
credibility and reputation and excellent customer service helps
to establish you as a brand.
So what is the most important customer service question you can
What is a business owner’s most important customer service
"Will your customers recommend your products or services to
Here’s why this question is so important:
Recommendations of your product or services to friends and
family demonstrate confidence in a quality product or service.
This is the utmost compliment to your business. When you offer a
superior product or service the only place you can go is up.
Word of mouth marketing is one of the best, most reliable and
cost effective forms of marketing available. There really is
nothing better than the testimonial or endorsement of one
customer to another. Not only does it help to establish a
pattern of loyalty and purchasing behavior it reinforces any
Think about the products or services you endorse. Once you’ve
told someone how wonderful the product or service is, you’re
more inclined to continue using that product or service simply
because you said you do.
And if a product or service has been recommended to you that
recommendation weighs more heavily than any sales content can
ever do. As a business owner, this type of marketing is
essentially free. It is earned by the hard work of creating a
Customer recommendations make great marketing tools. An
endorsement, testimonial or case study in your marketing
materials is an excellent tool to help establish proof of your
business. Your sales content can rave about how your product or
service solves your customer’s problems but when someone else
says it, it is more effective.
So you know what customer service is the most important question
to ask yourself, how do you measure it? How do you know the
Test it. Design systems to find out if customers recommend your
products or services. You can accomplish this a number of ways
including surveys or polls, incentive programs where customers
receive a benefit by recommending you to others or by simply
tracking how customers hear about you.
Promote it. Ask your customers to participate in a referral
program. Every time someone recommends your product or service
and a sale is made, reward them for spreading the word.
Maintain products, services, and a business you’re proud of.
Create strong relationships with your clients and build the best
business possible. That’s the key to getting customers who are
more than happy to recommend you to others.
The most important customer service question is a valuable
measurement of how you’re doing business. It helps you as a
business owner not only understand how your customers value your
products or services, it helps you gauge where you need to
improve and it tells you how you can better improve your
business to meet your customers’ and prospects’ needs.
Will your customers recommend your products or services to
About the Author
Robert Moment is an innovative forward-thinking customer
service consultant, business coach, speaker and author of
Invisible Profits: The Power of Exceptional Customer Service.
Robert specializes in teaching customer service training that
create “wow” customer experiences , increase customer retention
and generate profitable revenue results. Visit
www.customerservicetrainingskills.com and sign-up for a 5
day e-course titled, “Creating Wow Customer Service