Business transactions are usually completed in a few minutes – some longer. But how long does the transaction last in the mind of your customer (your tribe member)? If it’s a routine transaction – the memory probably won’t last over a day. If the transaction was very poor – it could linger in the mind of that customer for many years. Likewise, if the transaction was wonderful – it will last a long time.
Think about it, when you’re so surprised by excellent customer service, do you find yourself wanting to tell others about the experience? I do. When you experience very poor customer service – don’t you become angry, and feel mistreated? I do.
If you’re running a business, you need to understand that a single business transaction could last many years. In today’s highly connected internet world – many of these seemingly benign business transactions are recorded on blogs and in conversations across the Net. Suppose a potential customer is searching the Net for information about your business or your products, what do you want them to find?
No longer can customer service be viewed as a department. Today’s highly connected world demands that businesses view customers as a tribe and treat them accordingly. Ideally, you should focus on customer service such that none of your tribe members will write anything but good things about you.
The lesson is clear, do everything you can to make sure your tribe of customers will say good things about you and your products. Those single business transactions are actually lasting a lifetime and longer. Perhaps they’ll last the life of the internet?