| « Chitter Chitter Clunk | Feeds Syndication » |
Customer Communication
![[mail]](img/envelope.gif){kind=small}
"Under Promise, Over Deliver"; "Always be honest with your customers, just not brutally honest" are both correct values, but mostly "Keep your customers informed NOW". I agree with the "take away" in Mozilla Drops Ball on NY Times Posters, a post by Mike Rundle in BusinessLogs. The story he relates tells of Mozilla not delivering on customer orders for posters of their NY Times advertisement, and responding to customers with the same information over-and-over in "email after email".
However, I feel that the real moral of the story is that good customer communication keeps the customer informed as to the progress, or at least efforts being made on their behalf. When a problem occurs, a bug is reported, a complaint registered or a "trouble ticket" initiated, the customer is almost always satisfied by timely information. A quick response that you are investigating, the results of that investigation, requests for more information, and even a time table for resolution are all necessary parts of communicating with the customer.
Trackback address for this post
Trackback URL (right click and copy shortcut/link location)
1 comment
Comment feed for this postComments are closed for this post.
InterActive Systems & Consulting, Inc. (IASC) performs research in the areas of data analytics, collaboration and remote access.
InterASC Professional Services, a service mark of IASC, provides strategic consulting and project management for data warehousing, business intelligence and collaboration projects using proprietary and open source solutions. We formulate vendor-independent strategies and implement solutions for information management in an increasingly complex and distributed business environment, allowing secure data analysis and collaboration that provides enterprise information in the most valuable form to the right person, whenever and wherever needed.
TeleInterActive Networks, a service mark of IASC, hosts open source applications for small and medium enterprises including CMS, blogs, wikis, database applications, portals and mobile access. We provide the tools for SME to put their customer at the center of their business, and leverage information management in a way previously reserved for larger organizations.
