http://pmorganbrown.com/2009/12/23/customer-service-is-your-best-marketing/ A Work in Progress Sat, 14 Apr 2012 09:15:00 +0000 hourly 1 http://wordpress.com/ http://pmorganbrown.com/2009/12/23/customer-service-is-your-best-marketing/#comment-337 Sat, 26 Dec 2009 07:21:05 +0000 http://www.pmorganbrown.com/?p=239#comment-337 Thanks Alex for sharing. I agree that even for small companies customer service is critical. Using an escalation system (such as the one you described) is a great way for small companies to do an exceptional job of servicing their customers – even without a dedicated department or staff person.

]]> http://pmorganbrown.com/2009/12/23/customer-service-is-your-best-marketing/#comment-336 Sat, 26 Dec 2009 01:21:05 +0000 http://www.pmorganbrown.com/?p=239#comment-336 Thanks Alex for sharing. I agree that even for small companies customer service is critical. Using an escalation system (such as the one you described) is a great way for small companies to do an exceptional job of servicing their customers – even without a dedicated department or staff person.

]]> http://pmorganbrown.com/2009/12/23/customer-service-is-your-best-marketing/#comment-335 Wed, 23 Dec 2009 18:28:42 +0000 http://www.pmorganbrown.com/?p=239#comment-335 In my last postion at a very small web marketing firm, B2B customer service was extremely important. Our clients were very small business (mom & pop shops, online only business, etc). Because our agency was full service (web design, hosting, marketing, ecommerce and more), customer's problems were quite diverse. We handled them two ways first by web, second by phone. If the issue was simple enough, a client could make a support ticket on our site and everday someone in our office fixed each ticket. But we also provided great phone support as well. Our clients appreciated the fact that they could get real people on the line to help them find a solution.

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