The Lost Art: Customer Service: Can you remember the last great or good customer service experience you had?


"There aren't many restaurants where this level of care and attention still exists, and even fewer if you eliminate fussy French places where the service can feel like a parody of itself. But Eleven Madison Park does it as well as anyone — old-school, no-holds-barred customer pampering without overt stuffiness.

--He makes his customers feel good. Really good. So good that they wanted to experience the exact same kind of care again and again."

At Eleven Madison Park, when you make your reservation, they do an online search for you. They take the time to get to learn as much as they can about their guests before they arrive. Their intention is to ensure that you receive a very a nuanced experience, tailored to please you and each and every member of your party. I was fascinated to read about this restaurant probably because like many of us, it's hard to recall having had many truly great or good customer service experiences?

They are rare, and because of the disproportionate ratio we experience in our lifetime, I think we're so used to average to below average customer service levels that when we get the service we paid for, we judge it as great when it's actually what we should be getting in the first place. 

Maybe part of the reason we get bad customer service is because we're a bad customer, Matt Walsh poses this argument and I agree that before we can judge the server or the establishment, we have to look at ourselves first in any situation. 

That argument aside, customer service is not what it used to be. What's really exciting is how social media is changing the balance of power. Kevin O'Connor says "the customer is king," and in the beginning companies underestimated the power of social media. Over time they saw the balance sheets and how drastically customers stopped investing in them.

We've seen a bunch of faux pas on social media from companies such as Bank of America and Us Airways to name a few. Companies are still learning how to use social media effectively, because the truth is, brand loyalty depends on trust and consistent performance over time. A company's reputation is harder to maintain now more than ever before. With customers having a platform to voice and reveal bad practices, companies need to listen and act. Companies cannot afford to ignore customer complaints, because now, in just a minute someone can take a photo or record video and broadcast it to the world. Public relations can only contain the situation so far.

According to Duke Chung, the costs of bad customer service are great, an estimated $83 billion is lost by American business. As Chung so aptly puts it, "customer service is becoming the brand differentiator." Social media is a great tool to ensure swift response and effective action. Ideally, social media is more than a marketing tool, it's a way to engage your customers and gain insights to better serve them. Social media is also about showcasing your brand in the best and purest way. How you treat your customers reflects on the brand, and when others see the positive way you handle any issues or concerns online, as well as any positive posts or mentions by others about your brand, it's free promotion, and you earned! 

So take advantage of social media marketing, start listening and engaging with people online. See what a difference it makes to your business.


Tuesday, August 06, 2019 Geoffrey Pyrzynski News 87
The Dangers Of An Over Optimized Website Today there are many different options that you hear about to help make your website faster and more appealing to humans. No one likes a slow website, but how fast is too fast ? Is there a limit or should you just keep enabling everything that you can to make your website load in the shortest amount of time possible?
Monday, July 29, 2019 Stephanie Pyrzynski News 124
2019 Colon Cancer 5k Run/Walk "Get Your Rear In Gear" Has Massive Tinley Park Turn Out July 28nd, 2019 the Colon Cancer Coalition hosted its eleventh annual "Get Your Rear In Gear" 5K Run/Walk in Tinley Park.
Monday, June 10, 2019 Stephanie Pyrzynski News 222
How To Make Your Digital Measurement Better A mistake we run into time and time again with different businesses is poor measurement, whether it be with their website, social media, and/or online advertising. It's literally losing out on opportunities to tweak your user experience, make your content marketing strategy more impactful, save time, the list goes on. And this is all because there were no measures set in place to grab data from these various sources such as their website, social media, and online advertising campaigns. Here's what we do to help those businesses to better how they measure so as to be able to benchmark and be more strategic with their internet marketing.
Monday, May 20, 2019 Geoffrey Pyrzynski News 229
Is it OK to change the page text for SEO? One of the questions that we get alot is: "Is it OK to change the text of this page for SEO?" There are concerns around this, as changing the text can cause unintended consequences.
Monday, April 29, 2019 Stephanie Pyrzynski News 310
Where Your Business Is At Factors Into What Type Of Promotion You Should Try and How Much to Execute Digital has created a shift in industries, so now the way to win more business has become more exciting and unpredictable.
Thursday, March 14, 2019 Stephanie Pyrzynski News 373
How Marketing Works With Press Coverage To Boost Traffic To A Website Back in late 2016 I wrote about PR's role in digital marketing , how the two concentrations now overlap in terms of skill-sets and what they do day-to-day. But still, as I said in the article, they have distinct strengths which helps the other achieve their goal, "Where PR excels in storytelling, marketing excels in reaching and targeting." In this article I want to show, using a personal example, how the right press can help your website reach more people by using principles from PR and digital marketing.
Tuesday, February 26, 2019 Geoffrey Pyrzynski News 594
In SEO Web Design, It's OK to use No Index on some pages Usually in SEO, you want as many pages as possible to be indexed and added to the search results pages. So why use a no index tag?
Monday, January 07, 2019 Stephanie Pyrzynski News 5448
Digital Communication Today Where have you heard these before? "This is a very complicated world, it’s a very noisy world." "We live in an increasingly noisy world." The first quote was said by none other than Apple founder Steve Jobs in 1997. The second quote comes from Lonnie Mayne , President at customer experience (CX) optimization platform InMoment and founder of Red Shoes Living. I bring these two quotes up because I've been thinking a lot about what's missing in digital communication today.
Monday, December 03, 2018 Stephanie Pyrzynski News 767
A Simple Digital Marketing Strategy Goes A Long Way Marketing is a long game, a long-term commitment, not a campaign.
Monday, November 19, 2018 Geoffrey Pyrzynski News 665
What is SEO web design or search engine optimized web design? SEO Web Design is the deployment of SEO research strategy to both influence the design and development of the website. In other words, while a website is in the design phase, the SEO team is researching key phrases, content, structure, and user flow. Using the findings from the SEO research influences the design decisions of the website. SEO has to work with the technology of the website, and this means that the actual use of the website such as purchases, appointment scheduling, contact forms, user forum, etc. have to work together with the SEO findings in order to make the user experience easy and intuitive.
Monday, October 22, 2018 Geoffrey Pyrzynski News 722
Does this top metric that businesses look at "Time On Site," really matter? One of the top line metrics that businesses look at is "Time On Site", or average session duration. It's a unique value that tells you how long the average user is spending on your website. How important is this metric? In the overall business objective of increasing sales, signups, or contacts, how does this metric stack up?
Monday, September 24, 2018 Stephanie Pyrzynski News 787
The Fresh New Sponsors of Tinley Park Oktoberfest 2018, Geoffresh The weekend of September 21st thru September 23rd, 2018 the Tinley Park Chamber of Commerce hosted its second annual "Tinley Park Oktoberfest." Geoffresh sponsored the biergarten and entertainment this year, the weather was blue skies and sunshine everyday with cool and comfortable spring temperatures. The festival is aims to have something for everyone, and music and dance play a big part in the annual event. Traditional oom-pah and polka musicians entertained festival-goers, and Bavarian and German figure dancing was on display.

Signup For SEO Web Design News

Subscribe to our mailing list to read our insights on Data Driven Digital Marketing