« Lazy Sunday: Seth Godin On Your Packaging |
| 10 Things Every Winery Web Site Must Include »
Never forget: you don't just want customers, you want fans!
Why isn't your winery doing this simple thing? Leave a comment.
PS - it's not the same as putting your main phone number in an e-mail.
03:00 AM in Wine Marketing | Permalink
TrackBack URL for this entry:http://www.typepad.com/services/trackback/6a00d8341e5ea453ef0120a89368da970b
Listed below are links to weblogs that reference Why Doesn't Your Winery Do This?:
You can follow this conversation by subscribing to the comment feed for this post.
Mike - You always make me think, and I've been thinking about this. I still haven't quite decided what I think... but here is what I am wrestling with...
My cell phone is the best way to reach me. However, I do have a firm rule about phone calls and texting in general, and that is "meatspace trumps all". In other words, if I am engaged with Real Live Humans, I will shut off the damn gadget. Doing anything else seems rude to me.
This behavior, coupled with the fact that I live in a place where the damn gadget may or may not even function due to lack of signal, not to mention I could be driving, creates the potential for a less than stellar customer service experience.
On the other hand, if they call the winery during biz hours, they are likely to encounter one of my crack staff who is trained and eager to be of service - and they have the tools and information at their fingertips to answer questions and solve problems.
I'm still inclined toward the latter approach... - j
El Jefe |
February 20, 2010 at 12:49 AM
Glad I made you think, Jefe.
We all expect good service when we contact a business. That's why a "crack staff" is a basic requirement.
The "high concept" here is that I, as a customer, have a direct line (not the main phone, not an extension) to someone who knows who I am. It creates an expectation that I won't have to wade through "the normal procedure".
It's the direct personal connection that makes this stand out.
I don't think it has to be you, Jefe, but it does need to be someone who knows the system and can solve problems without a lot of rigamarole (that's why it being the CEO is so powerful -- there are very few titles with that connotation).
Mike Duffy |
February 20, 2010 at 01:18 PM
The comments to this entry are closed.
Your email address:Powered by FeedBlitz