One of the most important things that you and your company can do is value good customer service. As I wrote before, if you’re in business, you are there to serve your customers. Making sure that they have the best experience possible is CRUCIAL. Your customer support is your marketing.
In this age of social media, where everyone of your users has a microphone to talk to the world through things like blogs, social networks and Twitter, customer support is even more crucial.
If your users have a good or bad experience, it is trivial for them to tell everyone they know about you and what happened. This type of world of mouth can drastically affect your bottom line.
An example of folks who get it are the guys over at FreshBooks. In a recent blog post Michael Mike McDerment, their CEO, posted about how everyone in their company takes support calls, including him.
He mentions how this has lead to him having a solid relationship of trust between his customers and himself and he’s gotten many notes from customers saying how much they’ve appreciated getting to talk to an actual person.
I’ve had the pleasure of getting to know Michael and some of the FreshBooks guys. I can testify to their awesomeness and the level that they care for the well being of their users. It’s truely awesome.