Ahh, that always-headline-bait 'dead' thing everyone likes to toss out works, right? When you listen to The Heart of Marketing with Adam Toporek, author of 'Be Your Customer's Hero,' and podcaster on 'Crack the Customer Code,' he said so, for realz.
And, then he didn't.
Just because a Customer Service Expert says customer service is dead you need to listen twice and read more to ensure that someone isn't joking around, like Adam, the jokester.
Customer service is an investment, and the reason it may seem dead to many is due to the fact that there are bigger monopolies and consolidations in industries (again) and the largest corporations don't have the competition that requires them to invest in customer service and play nice with we who pay their bills.
Adam says that customer service is also a great equalizer. It allows the small-to-medium enterprise to compete for business from the big guns and retailers that command the largest market share.
Adam addresses a magic pill which may be very much like building a bridge to the customer experience.
Think about that.
When was the last time you got great customer service?
For me, it was when the smallest business and solopreneur called me to thank me for joining their digital community.That was Adrienne Smith, the consummate community builder and pro blogger.
Or, when the new email service provider we just got for The Heart of Marketing called to ask if everything was going well and did we need any assistance. That was Get Response, the best provider for customer service.
Adam lives and breathes customer service. He's a franchise owner, and MBA, and a really smart guy. We encourage you to get his book and listen to his podcast, too; after you listen to ours first, ahem.
Thanks, Adam! You're #RockHot!
Resources
http://twitter.com/AdamToporek
'Be Your Customer's Hero' by Adam Toporek
Crack the Customer Code on iTunes, Stitcher Radio and elsewhere