Comments on: Does Anyone Care About Customer Service? http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/ Marketing Strategist Atlanta Wed, 08 Feb 2012 15:49:13 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Rick Crain http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-290 Rick Crain Tue, 24 Nov 2009 22:55:03 +0000 http://intrepid-llc.com/?p=4944#comment-290 All great points and all so very true. So, if marketing is "how I do things around here", I wonder if we are starting to move towards an "entitled" culture where "this is how I do things here" seems to be the norm? Notice how I used "I" and not "we". What we do have is a divided culture where one employee or business owner may have a totally different way of behaving in the same situation with a customer. OK; back to marketing. Entrepreneurs view marketing as an investment, not an expense. That's why entrepreneurs invest so heavily in themselves, their employees and their customers; they have a constant need for improvement and a thirst for knowledge; to be the best they can be. That's growth to them (us). That's why they (we) become great. It is the mindset as all have said. So, until "marketing" associates itself with investing ($$$) to improve the "mindset" of its organization, the two will never meet. IDEA: Marketing should report to Customer Service. How would the behaviors and the marketing message change? All great points and all so very true. So, if marketing is “how I do things around here”, I wonder if we are starting to move towards an “entitled” culture where “this is how I do things here” seems to be the norm? Notice how I used “I” and not “we”. What we do have is a divided culture where one employee or business owner may have a totally different way of behaving in the same situation with a customer. OK; back to marketing. Entrepreneurs view marketing as an investment, not an expense. That’s why entrepreneurs invest so heavily in themselves, their employees and their customers; they have a constant need for improvement and a thirst for knowledge; to be the best they can be. That’s growth to them (us). That’s why they (we) become great. It is the mindset as all have said. So, until “marketing” associates itself with investing ($$$) to improve the “mindset” of its organization, the two will never meet. IDEA: Marketing should report to Customer Service. How would the behaviors and the marketing message change?

]]> By: Mike http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-289 Mike Tue, 24 Nov 2009 13:44:42 +0000 http://intrepid-llc.com/?p=4944#comment-289 Todd, Great post! I was about to write a post just like this. Will look at this over the long weekend and see if there is anything else I can add. The two opposing views of "marketing" that you highlight (the silo-ed corporate employee versus the do-it-all-preneur) are spot on. People continue to view marketing (and CS) as a department, job function, set of tools, etc. instead of a mindset. Todd,
Great post! I was about to write a post just like this. Will look at this over the long weekend and see if there is anything else I can add.

The two opposing views of “marketing” that you highlight (the silo-ed corporate employee versus the do-it-all-preneur) are spot on. People continue to view marketing (and CS) as a department, job function, set of tools, etc. instead of a mindset.

]]> By: David Meerman Scott http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-288 David Meerman Scott Tue, 24 Nov 2009 13:22:27 +0000 http://intrepid-llc.com/?p=4944#comment-288 Well said and thanks for the link to my vid. Increasingly, as you point out, Customer Service IS Marketing! Yet many organizations are managed in silos and cannot think that way. David Well said and thanks for the link to my vid.

Increasingly, as you point out, Customer Service IS Marketing! Yet many organizations are managed in silos and cannot think that way.

David

]]> By: Todd Schnick http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-287 Todd Schnick Tue, 24 Nov 2009 02:12:59 +0000 http://intrepid-llc.com/?p=4944#comment-287 Mark, I should have known you would have contributed something profound to this discussion. Yes, employee engagement is everything. As you say, it is a mindset that must permeate the entire organization. It is one thing to have employees who get it. It is another to have leaders who empower and enable it... Thanks for reading and for engaging... Mark, I should have known you would have contributed something profound to this discussion. Yes, employee engagement is everything. As you say, it is a mindset that must permeate the entire organization. It is one thing to have employees who get it. It is another to have leaders who empower and enable it…

Thanks for reading and for engaging…

]]> By: J. Mark Walker http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-286 J. Mark Walker Tue, 24 Nov 2009 02:04:25 +0000 http://intrepid-llc.com/?p=4944#comment-286 Excellent material, Todd. In one way, you are talking about "employee engagement." Being engaged means that an employees sees the role that s/he plays as an important part of serving the company's customers. And that employee shows up to play his/her role to the max. Part of the problem in many businesses today is that the leaders themselves (perhaps reflected by your solopreneurs) see "marketing" or "sales" as the job of a particular department. In reality it is a mindset that must permeate the organization to achieve maximum customer loyalty. I heard Tom Rath, a practice manager at the Gallup Organization, speak a couple of years ago about "engaged" employees. Among other things, he said that companies with engaged employees have 2.6 times the earnings per share over other companies. That should open some eyes. Excellent material, Todd. In one way, you are talking about “employee engagement.” Being engaged means that an employees sees the role that s/he plays as an important part of serving the company’s customers. And that employee shows up to play his/her role to the max. Part of the problem in many businesses today is that the leaders themselves (perhaps reflected by your solopreneurs) see “marketing” or “sales” as the job of a particular department. In reality it is a mindset that must permeate the organization to achieve maximum customer loyalty.

I heard Tom Rath, a practice manager at the Gallup Organization, speak a couple of years ago about “engaged” employees. Among other things, he said that companies with engaged employees have 2.6 times the earnings per share over other companies. That should open some eyes.

]]> By: uberVU - social comments http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-285 uberVU - social comments Tue, 24 Nov 2009 01:51:43 +0000 http://intrepid-llc.com/?p=4944#comment-285 <strong>Social comments and analytics for this post...</strong> This post was mentioned on Twitter by toddschnick: Does Anyone Care About Customer Service? http://bit.ly/5pxuEz... Social comments and analytics for this post…

This post was mentioned on Twitter by toddschnick: Does Anyone Care About Customer Service? http://bit.ly/5pxuEz...

]]> By: Todd Schnick http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-284 Todd Schnick Tue, 24 Nov 2009 01:07:31 +0000 http://intrepid-llc.com/?p=4944#comment-284 Oh Robyn, I wish I could tell you that I was always surprised to hear employees say that. But, sadly, I am not. But I love your notion of "all skate." In fact, I plan to steal that and use in my conversations! ;-) Thanks for the comment! Oh Robyn, I wish I could tell you that I was always surprised to hear employees say that. But, sadly, I am not. But I love your notion of “all skate.” In fact, I plan to steal that and use in my conversations! ;-)

Thanks for the comment!

]]> By: Todd Schnick http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-283 Todd Schnick Tue, 24 Nov 2009 00:56:13 +0000 http://intrepid-llc.com/?p=4944#comment-283 Thanks Stephanie, for the comment. Yes, we all know how passionately you care about customer service. I look forward to filming a He Said She Said episode at the next company that serves you poorly... Thanks for reading!! Thanks Stephanie, for the comment. Yes, we all know how passionately you care about customer service. I look forward to filming a He Said She Said episode at the next company that serves you poorly…

Thanks for reading!!

]]> By: Robyn Cobb http://intrepid-llc.com/customer-experience/does-anyone-care-about-customer-service/comment-page-1/#comment-282 Robyn Cobb Tue, 24 Nov 2009 00:55:50 +0000 http://intrepid-llc.com/?p=4944#comment-282 Todd I am always surprised to hear employees say I don't have anything to do with marketing. I have always said Marketing is not a department its an activity. It's an "all skate" especially in this digital error. The companies that realize this and embrace it regardless of their size are definitely the ones that will be the most successful. Thoughtful post! Robyn Todd
I am always surprised to hear employees say I don’t have anything to do with marketing. I have always said Marketing is not a department its an activity. It’s an “all skate” especially in this digital error. The companies that realize this and embrace it regardless of their size are definitely the ones that will be the most successful. Thoughtful post!
Robyn

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