Creating a customer experience is not always easy, but there are great examples every day if you watch. I have been a HUGE fan of Guerrilla Marketing for many years, and recently had an amazing “Guerrilla” customer experience via Twitter. There is nothing more powerful than having it happen to you! You may not be in social media, but you are in customer service. Everyday we are given the opportunity to BE Influential with our customers, internal or external.
Comcast has never really been my favorite. But @ComcastBill is my superhero. I personally think they should have him training the CSR’s that answer the 800 technical issue line. And because of @ComcastBill I’m still a Comcast customer.
What can we learn from @ComcastBill about how we can use a brilliant Guerrilla Marketing techniques to increase customer experiences and be more influential?
- Listen more and talk less.
- Let the customer have their experience. Understand the power of empathy, even when you think they are RUDE!
- Never say “calm down”.
- Follow up- are they satisfied now?
- If something negative happens; deal with integrity and good communication.
What Guerrilla Marketing techniques can you embrace in your business?
[author] [author_image timthumb='on']http://www.warrior-preneur.com/wp-content/uploads/2012/02/20639_1304654341293_1650354_n.jpg[/author_image] [author_info]Ann Evanston, MA, has been named by About.com as one of the Top Six Marketing Consultants, Feb 2011. She is an international speaker, consultant and coach specializing in the Influence Factor. [/author_info] [/author]