Chapter 27: Make Customer Service Part of Your DNA

Customer service is all about capturing and listening to your customers, and the phone and certainly social media can’t replace the human touch.  People are not particularly adept at listening on social media – really listening.  We tend to talk at each other when we chat, text, tweet, and post.  Even when you have the human touch, you need to to want to listen to those customers.  Simply put, there is just no substitute for listening to your customers and then keep listening, because as Kent Huffman, CMO at BearCom Wireless Worldwide says, “If you do, they’ll tell you exactly what they want and need, which in turn will enable you to make the changes necessary to turn those customers into rabid proponents for your company.”