Is Customer Service Dead?
Several weeks ago, ongoing problems with my Internet service forced me to call my cable company. Dealing with this company is painful: from call centers outsourced around the globe to technicians — a term I use loosely — who are unable to fix a basic problem, every interaction feels like an exercise in futility.
And it’s not just that company. I find the state of customer service at so many companies these days dismal. And exhausting. Who has the time — and frankly, the interest — to listen to a voice on a loop repeating terms like valued and important and respect, when you’re stuck in on-hold hell?
Like most successful business owners, I work hard and I love what I do. My clients are sprinkled around the country, along with partner vendors that assist me with contracted services. Our goal is impeccable customer service, 100% of the time.
The James Marketing Difference
Imagine if companies would actually listen to what clients, customers, subscribers, or members ask for and need. At James Marketing, we do. Our model is designed as follows:
1) Listen. Discover. Propose.
At the beginning of any project we listen intently, because no one knows your business better than you. We review industry trends, study your competition and, when we’re satisfied that we’ve found the way that will set you apart and let you own your space, we make our recommendations.
2) Strategize. Create. Launch.
We love to strategize. Tell us your targets and the numbers you need to hit, and we’ll get you there. You’ll have plenty to choose between when we present our creative messaging and design solutions, and everything we recommend will work across channels for an integrated and supportive user experience.
3) Refine. Respond. Measure.
We continually track responses and fine-tune as needed to make sure we’re always hitting your targets. For clients with limited in-house support, we can help analyze results and calculate ROI. Our success is measured by your success, and your success is our ultimate goal.
Great customer service doesn’t just happen. It takes focus, discipline, and a real desire to please. It’s how a small business owner like me continues to expand with each passing year; my clients are my number one priority; without them, and their satisfaction, my company would suffer.
If you’re looking for a new creative partner—one that will not only deliver real results but also always value your input and treat you with respect, let’s talk. Better yet, let’s talk over lunch!
About the author: Jim Samenuk
Jim is James Marketing’s president and creative director, overseeing strategy, design and client services. Jim spent 20 years in the ad business before his entrepreneurial spirit ignited and, in 2006, opened his doors and welcomed his first client. Ownership enables Jim to do what he loves and, when his inner adventurer beckons, he escapes to the Great Lakes or the northern wilderness for some nature-based R&R that includes lots of fishing and golf with his brothers and best buddies.
