Why is Good Customer Service Vital?
It's simply because customers are turning their backs to businesses that do not deliver value. And good customer service adds value! There's no way around it. No shortcuts. Customers demand value for money, or they are out of the door.
Usually, forever!
And if that customer feels bad about how he or she has been treated, she will tell her friends about it. Or even worse, drop a note in a user group or other forum that is heavily trafficked.
Before you know it, you're out of business!
On the other hand, if you deliver legendary customer support, this same mechanism could work really well for you. In the meantime, you're converting ordinary customers into lifetime customers, just by delivering extraordinary service.
We want to help you put your business in the league of extraordinary customer service providers. The purpose of this site is to give you loads of information and tools to achieve that goal, as well as spreading the word on great service!
We've done our best to put our 15+ years experience in support down in these pages. Share our passion for customers and excellent service, and join us on this fascinating journey towards customer delight.
There are no traffic jams along the extra mile.
ROGER STAUBACH
Ride the Extra Mile with us!
All the best,
Erwin & Marjan Steneker.
I'm my Own Boss Now. Yay!
Have you ever had an itch that needed to be scratched? Sure you have!
My itch was being my own boss. As you may have noticed, I have very strong ideas and vision on how business should treat its customers. Unfortunately, many managers only have eyes for short-term gains, mainly motivated by KPI's and bonuses.
Yes, the same attitude that got the world in this mess called 'Credit Crisis'. :-(
High time my itch was scratched. So as of March 1 this year I started my own consultancy firm, gave my notice, and now I'm officially my own boss. It's amazing really, because I used to believe that 'being my own boss' was not in my future.
Running Customer Service Point has been instrumental in changing my beliefs. In the 5 years of its existence, I've learned so much about what goes into running a business, that I started to see myself as an entrepeneur.
And I have to credit Site Build It! (the tools and method I use to create and maintain the site) for it. Ken Evoy (owner of the company that provides Site Build It!, Sitesell) has created nothing less than an MBA in a box. I've learned so much about what goes into establishing a successful online business (not 'just' building a site), that I finally could see myself as a free man.
Now I am, and it feels goooooooood! :-D
