Overinvesting in Customer Service: A Brand Building Opportunity



December 01, 2017 | comments

How to create a great brand reputation

Today on Forbes.com, founder and general manager Austin Allison shared his view on how customer service plays an equally significant role as marketing in developing a great brand reputation.

Austin highlights that extraordinary customer service experience requires strategic development, careful creation and interaction with customers to vet, test and improve the process. He advises businesses to:

1. Focus on the value being delivered: Make it a point to offer an easily accessible product or service information.

2. Provide multiple support channels: Consider channels like an online chat or a wiki service to navigate customer inquiries in real-time.

3. Upgrade the customer experience: Visualize the customer experience, anticipate their questions, and remember the lifetime value of a happy customer.


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