For B2B firms it s a little tougher to get this sort of online feedback and so the best companies re

How you deliver customer service influences your marketing. With poor service, there are cover-ups that poor service companies use to minimize the damage. With great service, it makes life easier for the marketer to have champions in social media and everywhere.
Let s start with a poor service example: Dollar Rent A Car . If a recent experience in Salt Lake City is any indication, they could be the worst rental car company in America. My bad experience is documented in Yelp . After feeling that I was scammed, insulted and ignored, I wrote a tweet that told of my dissatisfaction. They replied in twitter the same day: Sorry to hear, DM with the details . Oh, another nice scam! I sent them info and then waited, waited, waited, waited and in the meantime they deleted their tweet. Poor service firms cover their tracks, deleting references to unhappy customers. That s marketing in the poor service lane.
By the way as a consumer check out Yelp even for rental cars and other services. If I would have read the Yelp reviews for the Salt Lake City Dollar Rent A Car, I would have thought more carefully about renting. Since most of the reviews are ones and twos, with a few 5 s one wonders if the 5 s are phonies? That s another thing poor service firms do.
Then there s great service san diego beach hotels and I ll cite Tasty N Sons in Portland, OR. We ve been there at least a dozen times and our daughter is often the Mayor in FourSquare. san diego beach hotels The food and service is consistently outstanding. Then one time my sandwich san diego beach hotels took a little longer to come out, and I turned around looking for the waitress. A couple minutes later the sandwich san diego beach hotels came out, with a sincere apology. With no mention, she also took the sandwich off the bill. Um customer for life!
The good experiences don t always bubble up to social media, but today I tweeted about that good experience. It s regular that effusive happiness bubbles up from Tasty N Sons customers, and they retweet/share. Even though we only see a fraction of the happy folks, seeing some of the helps the consumer and helps Tasty N Sons in their marketing.
For B2B firms it s a little tougher to get this sort of online feedback and so the best companies reach out to ask their customers what they think, and keep working on improving services. Here s a list from us testimonials .
Filed Under: Blog Posts , Branding , Web Marketing Tagged With: customer service and marketing , customer service excellence , dollar rent a car , great service , poor service , service and marketing , tasty n sons About Doug Bruhnke
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