More than half of leading organisations are still ignoring customers’ emails, according to new research.
This seems counter-intuitive and, from a business point of view, rather foolish…
As a busy sole trader, I take the time to provide as detailed a response as possible to customer queries. With prospective customers, I aim to respond to their emails within 24-48 hours. With existing customers, I like to get back to them as soon as I can, often within the same day their emails are received.
Naturally, when deadlines are looming or I’m away on business, this can be put off target. But usually it works out just fine.
Due to the nature of being a sole trader, anything above and beyond this is nigh on impossible. There are so many ‘hats’ one can wear.
That said, I would expect a larger company to have an adequate and speedy customer-response system in place. There is nothing worse than a company who goads you into becoming their customer with fast, efficient email responses, only to drop off once they have you in their database…
For all e-commerce businesses, customer fulfilment should be one of the most important aspects of running that business. Most business owners would be alarmed to think that customers leave a company not necessarily because they’re disillusioned with the product, but rather the service (or lack of it).
With today’s ‘need it now’ online culture, it is absolutely crucial that every promise made to your customer is fulfilled on target, on time…
How do you measure up?
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