{"id":4257,"date":"2020-11-11T10:37:33","date_gmt":"2020-11-11T10:37:33","guid":{"rendered":"https:\/\/beedigital.marketing\/?p=4257"},"modified":"2023-12-06T10:15:21","modified_gmt":"2023-12-06T10:15:21","slug":"we-will-remember-the-importance-of-great-customer-service","status":"publish","type":"post","link":"http:\/\/beedigital.marketing\/we-will-remember-the-importance-of-great-customer-service\/","title":{"rendered":"We will remember! The importance of great customer service"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"4257\" class=\"elementor elementor-4257\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-232b5948 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"232b5948\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-346270c3\" data-id=\"346270c3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4fb0eff elementor-widget elementor-widget-text-editor\" data-id=\"4fb0eff\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<style>\/*! elementor - v3.23.0 - 05-08-2024 *\/\n.elementor-widget-text-editor.elementor-drop-cap-view-stacked .elementor-drop-cap{background-color:#69727d;color:#fff}.elementor-widget-text-editor.elementor-drop-cap-view-framed .elementor-drop-cap{color:#69727d;border:3px solid;background-color:transparent}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap{margin-top:8px}.elementor-widget-text-editor:not(.elementor-drop-cap-view-default) .elementor-drop-cap-letter{width:1em;height:1em}.elementor-widget-text-editor .elementor-drop-cap{float:left;text-align:center;line-height:1;font-size:50px}.elementor-widget-text-editor .elementor-drop-cap-letter{display:inline-block}<\/style>\t\t\t\t<p><b>Now that we\u2019re in another lockdown, with all the difficulties that entails \u2013 staff on furlough or \u201clet go\u201d, orders drying up \u2013 customer retention becomes even more important than usual.<\/b><\/p><p><span style=\"font-weight: 400;\">Unfortunately, it may also become more difficult.<\/span><\/p><p><span style=\"font-weight: 400;\">After all, how can good levels of customer service be maintained if there are fewer people around to give it?<\/span><\/p><p><span style=\"font-weight: 400;\">There is a high degree of inertia when it comes to choosing educational suppliers, especially in the short term, and where the amount to be spent is below a certain threshold.<\/span><\/p><p><span style=\"font-weight: 400;\">There are two main reasons for this.<\/span><\/p><p><span style=\"font-weight: 400;\">Firstly, if I wish to buy another two or three computers for my department, it makes a lot of sense for me to buy the same model (or its successor) as the ones already in place.<\/span><\/p><p><span style=\"font-weight: 400;\">It means I don\u2019t have to write or rewrite user guides in order to help people adjust to a different way of working.<\/span><\/p><p><span style=\"font-weight: 400;\">Secondly, I\u2019d prefer to buy from my original supplier, because I already have an account with them, I know the way they operate and their timescales and, if I\u2019ve developed a good relationship with them I might be able to phone and ask for something with the promise of the paperwork later or speak to a dedicated account manager.<\/span><\/p><p><span style=\"font-weight: 400;\">In other words, it\u2019s much less costly in terms of time and hassle for me to remain with my current supplier than to start hunting around.<\/span><\/p><p><span style=\"font-weight: 400;\">The economist Keynes famously said that in the long run, we\u2019re all dead, but companies in the ed tech sector cannot afford to adopt such an off-the-cuff attitude.<\/span><\/p><p><span style=\"font-weight: 400;\">At some point, a school will need to upgrade or expand its hardware and software infrastructure. <\/span><\/p><p><span style=\"font-weight: 400;\">That\u2019s when it will remember how well they feel they\u2019ve been treated.<\/span><\/p><p><span style=\"font-weight: 400;\">For example, if the supply of an item has been delayed, people might well have been sympathetic to the excuse \u201cIt\u2019s because of Covid-19\u201d back in the early days of the pandemic.<\/span><\/p><p><span style=\"font-weight: 400;\">But unfortunately, there has been a sort of \u201cexcuse inflation\u201d in which the currency has been devalued so to speak.<\/span><\/p><p><span style=\"font-weight: 400;\">How else can you view news that one organisation has delayed the publication of a report completed in 2011 \u2013 because, they say, of coronavirus?<\/span><\/p><p><span style=\"font-weight: 400;\">Or take the cases where people, through no fault of their own, have had to cancel holidays or other purchases, and been told they were not entitled to a refund.<\/span><\/p><p><span style=\"font-weight: 400;\">The fact that some companies <\/span><b>have<\/b><span style=\"font-weight: 400;\"> given refunds or at least credit, suggests that the problem is not so much in the small print but in attitude.<\/span><\/p><p><span style=\"font-weight: 400;\">For example, I recently emailed a company to say that a DVD of theirs that was included in a book I bought from a shop in London didn\u2019t work on my laptop, because the operating system had changed.<\/span><\/p><p><span style=\"font-weight: 400;\">I asked them if there were any updated drivers for it.<\/span><\/p><p><span style=\"font-weight: 400;\">They responded by apologising for the fact that there weren\u2019t, and then asked if they could give me a free subscription to their premium service instead.<\/span><\/p><p><span style=\"font-weight: 400;\">That\u2019s one company I\u2019ll be recommending when the occasion arises.<\/span><\/p><p><span style=\"font-weight: 400;\">Their response was a far cry from the mean-spiritedness shown by some companies since this crisis began.<\/span><\/p><p><span style=\"font-weight: 400;\">It\u2019s also benefitted them because at no cost to themselves they have recruited another <\/span><a href=\"https:\/\/beedigital.marketing\/guest-blog-the-4-key-elements-of-word-of-mouth-a-systematic-approach\/\"><span style=\"font-weight: 400;\">word-of-mouth<\/span><\/a><span style=\"font-weight: 400;\"> advocate.<\/span><\/p><p><span style=\"font-weight: 400;\">Considering that I wasn\u2019t a customer of theirs, and was feeling a little annoyed when I first contacted them, that\u2019s quite a feat!<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>In times of crisis it pays to have a customer retention strategy and culture.<\/p>\n","protected":false},"author":27,"featured_media":4267,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[155],"tags":[92,95,110,113,17,26,20,98,29],"class_list":["post-4257","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-to-schools-strategies","tag-coronavirus","tag-covid-19","tag-customer-experience","tag-customer-service","tag-edtech","tag-education","tag-marketing","tag-pandemic","tag-technology"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>We will remember! 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