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Do You Measure Customer Service By Satisfaction or by Complaints?

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communication

When it comes to business, measuring is an integral part of success. While measuring sales, marketing even web visitors is common, many businesses fail to recognize the need to measure customers service… and with good reason.

Measuring customer service is hard and quite honestly, most businesses are not created with customer service as part of their business DNA.

Customer service as part of a company’s DNA is the absolute best description of what it takes to truly deliver on the customer service front… and it’s so not mine. That phrase totally belongs to Ben Yaskovitz. It’s in Tip #4 of his latest blog post Using Great Customer Service as a Differentiator.

What an elegant, descriptive way to describe the perfect delivery of exceptional customer service.

Ben goes on to tell of his own customer service testimonials from his start up Standout Jobs.

Exceptional customer service has earned him not only testimonials but also new sign ups for the service. Obviously customer service is part of the Standout Jobs DNA.

This really contrasts with my own experience with another start up. However, a more recent and horrible tale is tole by Marketing Pilgrim Andy Beal who writes a tale of customer service gone bad with his blog post Office Depot Joins the Reputation Deadpool.

In a nutshell, Office Depot put out some ATTRACTIVE bait to capture a new customer by offering a great limited time offer of a special low-low price on a Toshiba Laptop. That’s the way it works. A a business, you entice a customer to try your product or service with an offer that is too good to resist. Office Depot even sweetened the already sweet deal by offering next day shipping. You can’t build a successful business on profit margins this thin, but it’s necessary to win new customers.

Then, as you fulfill the order, you amaze the customer. You meet or exceed their expectations with the hope of winning that customer as a steady customer for life… or at least, the next few years.

In Andy’s case, Office Depot was trying to woo him away from his “steady” office superstore, Staples. At the very least Andy expects flowers, a nice dinner and a movie. Poetry, a moonlight gondola ride and ridiculously expensive champagne would have sealed Staple’s fate as soon to be “used to be”. Instead, Andy was stood up and then sent a bill for flowers he never saw and a dinner he never ate. Andy’s devotion to Staples has grown ten fold as a result of the experience. Meanwhile, Office Depot’s brand is being drug through the streets after being tarred and feathered.

Obviously customer service is NOT part of Office Depot’s DNA.

Kelly over at Maxiumum Customer Experience writes:

Your customers are skeptical. There are customers who want you to provide delight, and then there’s this lady. Depending on your industry, there may be thousands lined up behind her. At this point she’s not looking for delight. She’ll take a discount or some other special offer, but what I heard in her voice says it’s not what she’s looking for.

She wants to know somebody at this company cares.

BRAVO Kelly!!! That’s a hit the nail square on the head kind of observation!!!

Does anyone at your company care?

Trust me, if there isn’t anyone who cares, it’s going to show. It’s surprising how a truly sympathetic ear can take the edge off of the burning rage that builds when you feel you’ve been reduced to a number.

How do you measure customer service?

Leadership Tools offers these as ways to measure customer service quality.

  • Customer Attrition Ratio = number of customers leaving / total number of customers (for the same time period) – the higher the ratio, the less likely it is that your company is consistently delivering quality customer service.
  • Sales Growth – your reputation precedes you. If people are still buying from you, and referring others, chances are they are happy with the service and they are loyal to your organization.
  • Customer Survey Results – directly asking customers to rate the service level they receive is by far the best way to measure service quality.
  • Customer Complaints – be thankful for each complaint that comes to your attention. You can only provide a thoughtful response to customer issues once you are made aware of the issue. When customer’s complain they represent not just their issue, but perhaps an issue that is affecting others.

However, it’s all for naught if customer service isn’t part of your company’s DNA. It’s cool to care about your customers. Pass it on!

Blog Diagnostic Tool – Wordle: Graphic Illustration of Your Blog’s Content

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One of the basics of internet marketing is to recognize that keywords play a huge role in internet branding. Use the right keywords, and your blog will find it’s target audience quite easily. Use the wrong keywords and you’ll be left wondering why more people aren’t reading your great blog posts.

With that in mind, here’s a great big SHOUT OUT of thanks to Liz Strauss over at Successful Blog for introducing me to the very cool and very illustrative blog toy er, I mean tool Wordle.

Wordle will take any text you plug in and create a cool graphic of the keywords contained within. You have the option of choosing random text or you can pull text from your blog’s RSS feed.

Wordle To the left is the Wordle created from this blog’s RSS feed.

Not only is a Wordle visually interesting, your blog’s Wordle can also act as a diagnostic tool to answer the question “Why is my blog not working?”

In order for your blog to act as a powerful marketing tool, you must focus your (marketing) message. Focusing on the right keywords is the key to blog marketing success.

For example, you can see in this blog’s Wordle image, that the keywords “marketing” and “credibility” play a HUGE roll in the content on my blog. That’s good because those are the drums I tend to play in my business… so seeing those words appear in “large print” pleased me.

The term troll is a bit more prominent than I’d like… but then again, it’s a recent blog entry AND contained in the title as well. I have to ask myself, what did I expect that particular post to do to my Wordle?

Since I didn’t know about Wordle then, I couldn’t have thought much of it. However, the World of Wordle can help you to get a clear perspective of the role each post plays as you build your blog.

THIS IS A KEY TO SUCCESS AS YOU ARE CREATING AND BUILDING YOUR BLOG!

Often, when we’re blogging, we don’t think of each blog post as a part of the whole. It’s easy to view blog posts as standing on their own – when in fact, they are essential building blocks. Each building block makes a contribution to making up the blog as a whole.

From the looks of my Wordle, I’ve been focusing upon marketing, selling and credibility here. The whole troll reference actually fits into that theme if you read the post. I just should have named it something different to fit better into my Wordle.

So Wordle gave me good news on this blog. On to my other blog holdings.

I have another blog where the focus is EXCLUSIVELY upon using blogs as marketing tools for small businesses. The Wordle for that blog is pictured to the left.

Seeing the Wordle for this blog allows me to see that I’ve been focusing too much on the “blog” aspect of blogs as marketing tools in the content on that blog.

Not exactly good news, but useful news none the less.

With this information, I know that I need to start featuring the “marketing ” aspect of blogs in this blog’s content.

On to my next blog.

I created the Wordle to the right for the blog which I use to promote my book (Beyond Niche Marketing).

Ouch again. It looks like I’ve been focusing a bit too much on that magical marketing word “free” in the content of that blog and there’s not enough focus on the term niche. On the other hand, marketing is playing a nice role on the keyword parade for that site.

Informative and fun. This is great.

Just for kicks and giggles, I ran a Wordle for a client who is complaining that her blog isn’t “working” for her. She’s frustrated and with good reason. So I ran a Wordle for her blog. The image to the right is what Wordle came up with for her blog.

Now, if my client’s business had ANYTHING to do with gardening, then this Wordle would be a good sign. But her business isn’t gardening nor is it focused on kitchens. Her ideal prospective clients wouldn’t use ANY of those words featured prominently on her Wordle to find her business.

Unfortunately for this client, her business is about journaling and writing as a way to achieve spiritual healing. I say unfortunately because it doesn’t appear that is what she’s communicating via her blog.

So I ran a Wordle for another client who specializes in executive training.

To the right is what her site looks like through Wordle’s eyes.

Rosemary will be pleased to see how the posts on Miboso Training are shaping up, thanks to this tool!

Then, just as I was playing with this tool, another client emailed me and was wondering why despite consistent blogging her blog isn’t picking up any readers. So, I ran a Wordle for her blog.

This client’s business is coaching people who want to lose weight. Lose weight is an important keyword for her and is included in her domain name.

Yet, when you look at her Wordle, the word YEARS is by far the most prominent and coach does play a big role too. Weight does make it to the hit parade, but lose doesn’t.

Maybe it takes a bit of OCD (Obsessive Compulsive Disorder) to build a blog full of the “right” keywords, but I’m really beginning to see a pattern here.

For kicks and giggles, I run Darren Rowse’s Problogger.net site through the amazing Wordle tool.

Hmm… blog, people, community, readers, campaign, advertising… those all look like words that readers of Darren’s ProBlogger.net blog would want to read about.

What I find fascinating is Darren has achieved this ideal “mix” while having guest bloggers write posts for his blog. Now THAT is the sign of a blog with a vision!

Wordle may appear to be a “toy” but in fact it’s a powerful blog diagnostic tool you can use to see the word picture you’re building with your blog’s content.

Take your blog’s content for a Wordle spin and see what you can see. It might be the best blog diagnostic tool yet!

Increasing Blog Traffic: Trolls and Drive By Readers

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attracing blog readersThere’s a new “increasing blog traffic” tactic being touted (I wish I could remember where I read this now) where leaving troll like comments is being encouraged as a way to increase blog traffic.

When I use the word “troll“, I’m not talking about a fictitious, mythological creature who is obnoxious, hideous and dedicated to achieving evil ends.

Instead, I’m talking about someone who fits this description of a troll at Wikipedia

An Internet troll, or simply troll in Internet slang, is someone who posts controversial and usually irrelevant or off-topic messages in an online community, such as an online discussion forum or chat room, with the intention of baiting other users into an emotional response or to generally disrupt normal on-topic discussion.

In essence, an internet troll does share the mythical creatures bent for evil, but it’s important to remember that a troll is not offering his/her authentic opinions, which may or may not offend someone. Instead of commenting to share an opinion, the troll offers comments with one intention – to stir the emotions of other readers.

While troll like behavior is being touted as a great way to increase blog traffic, I’d have to guess that instead, this kind of post just merely creates Toxic Conversation.

The quality of readers you attract with troll like comments are what I call “Drive By Readers”.  They may subscribe to your RSS, but they provide little value to your blog other than boosting your RSS subscriber count.  If they came as the result of your troll comment, they’re seeking emotional juice.  They’re at your blog to see more of what you delivered via the comment section they just read.  They’re at your blog with the purpose of seeing who you shredding now.

If your goal is to be a Blog Shock Jock, then leaving troll like comments will be a great investment of your time.

trollHowever, the other side of that coin is the blog owner where you’re making those disruptive comments.  As a blog owner, it’s hard to know what to do about Trolls. Defining troll like activity is the first step and sometimes that’s the hardest step of all.   Wikipedia has an explicit DNFTT (Do Not Fee The Trolls) policy.

Trolling is a deliberate, bad faith attempt to disrupt the editing of Wikipedia. Ignorance is not trolling. Genuine dissent is not trolling. … They are only trolling when they are motivated by a program of malice rather than ignorance or bias. This requires a judgment of the personal motivation for another’s action.

And that my friend is the problem with defining a troll.  A troll is defined by his/her INTENTIONS and usually it’s hard to determine those intentions with a single comment.    Is the person leaving frequent comments really a troll, or just someone who needs educated?

The advice I frequently share with clients is this: your blog is YOUR playground.  You provide the playground so you can make the rules.  If you think someone’s comments are troll like, then it’s your right and privilege to enforce a strict DNFTT policy.  In other  words, if you think it’s a troll, then it’s a troll.

Have you had problems with trolls on your blog yet?   If so, how have you handled it?

Do You Need a Blogging Absence Excuse Letter?

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It happens to everyone who maintains a blog… life happens and your blog goes on a temporary “hiatus.” Often, the blog owner will issue a “blogging absence excuse letter” which goes along the lines of:

  • “I’ve been really busy… too busy to post to my blog”
  • “I’ve been really sick… too sick to post to my blog”
  • “I’ve been traveling… so I couldn’t  post to my blog”
  • OR.. the absolute WORST Blogging Absence Excuse Letter I’ve seen:

Dearest Blog Readers:

Sorry there have been no posts lately. I have been out of town all week learning (oddly enough) to blog.  Look for new posts, material and blog responses soon!

I’ve change the content to protect the blogger’s identity, but this post is currently the last post to the blog and it is dated February 2008.  By the way, there were only a couple of posts to the blog before this one!

BORING!  BORING!  BORING!!!  These blogging absence excuse letters are boring and destructive!!!

According to Darren Rowse over at ProBlogger.net, writes in his post Excuse Posts- How to Let Your Blog Go #6

The problem is that when you post a few posts like in a row it has an impact upon your readers and any sort of momentum that you might have created on your blog.

He also writes:

While I occasionally include a little personal information in my posts this information is generally shared in a ‘by the way’ type form or as an illustration to an ‘on topic’ post. As a result if something happens in my life that prevents me from blogging then I generally don’t post a post about it (unless it’s a very major thing – something that hasn’t happened yet thankfully).

Darren goes on to give you several tips for how to blog when you can’t blog.  It’s a great post, a must read for most bloggers!

Most of the time, if you aren’t able to blog you probably don’t need to offer a public apology.  The exception to this rule is if your readers begin to email you to see why you’re not blogging.

I have a client who lives in Cedar Rapids, Iowa who hasn’t posted to her blog in a few weeks.  I know darned well why she isn’t posting… her entire town is under water!

When she gets dry and has power again, she’ll be able to regale her readers on her experience of surviving the great flood of 2008.  Meanwhile, her priorities are to get her life back to a semblance of what it was pre-flood.

However, maybe you don’t have a good reason for why you haven’t been posting to your blog.  You haven’t survived a flood, a hurricane, a tornado or any other natural disaster.  Then I encourage you to at least make up a good story before posting your blogging absence excuse letter.  Rather than offering the lame excuses offered above (including taking a class on blogging), try the following:

  • “Sorry I haven’t posted.  I’ll be posting ALL the gory details of my Alien Abduction (complete with pictures) after the nice gentlemen at Area 51 return my cell phone.”
  • “I forgot to bring in the Sunday paper last weekend. When I found it on Monday, I thought Monday was Sunday.  I’ve been running behind ever since!”
  • “My time machine is malfunctioning.  My trip to 2030 did not return me to my exact time of departure as I had planned.   By the way, sell all your stocks and buy jars of chunky peanut butter and brownie mix.  Turns out, the currency of the future is rare food.”

If you have a great blogging absence excuse post  that you’d like to share, PLEASE feel free to leave a comment with your best.  (I’m sure you can do better than I did above!)

What No One Ever Tells You About Blogging

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Every where you turn, you’ll find people raving about blogging, with good reason. Blogs are easy to use communication tools… and businesses NEED to communicate with potential customers. So if you’re a business and you need to communicate to customers WHY they need to be doing business with you… you need a blog.

However, while blogs make PERFECT sense as a business marketing tool… there are drawbacks to blogging.

What no one ever tells you about blogging

Blogging is not marketing magic.

Sorry to be the bearer of bad news, but it is true.

I’ve had several clients who paid to have the most popular and powerful blogging software on the planet set up on their own hosting account. I installed essential plug ins to make their WordPress blog even more attractive to the search engines.

More than once I have gotten emails from clients wondering why their blogs aren’t getting great search engine rankings on their highly desired keyword terms. When I load their blog, I’m greeted with the “Hello World” initial WordPress blog post. There are no other posts published. There are no categories set up. Nothing but “Hello World”.

Successful Blogging Takes Planning

Planning and research are both ESSENTIAL keys to blogging success.

Planning begins with knowing who your target audience is and why they are at your blog is the most critical element in your blog’s success.

(Here’s a poorly kept secret… it’s also the key to your BUSINESS SUCCESS!!! That’s why I wrote the book Beyond the Niche: Essential Tools You Need to Create Marketing Messages that Deliver Results. In the book, I take business owners step by step through the process of identifying your ideal target market and then the keys to creating marketing messages which deliver results.)

Once you know who your audience is, then you need to figure out what keywords they are using to find your site. This is the “research” side of th equation.

Top A-list bloggers have shared that on average more than 50% of their traffic comes from the search engines. That means using the right keywords is a KEY element in your blogging success.

There are plenty of free tools you can use to find keywords. However, I got an email today which calls into question the accuracy of those free keyword tools. My client ran her favorite keyword through 3 separate free keyword tools and got the following:

Google: “Average”
Overture — 1211
Keyword Discovery — 600
Wordtracker — not listed

So, I ran her keywords using a new tool I recently discovered called Wordze.

Wordze gave the COMPLETE picture on what was happening with her keyword. It not only showed the standard info… it also showed her who her competitors are on that keyword as well.

PRICELESS!!!

Using the link above saves you $10 a month if you decide to subscribe.

Successful Blogging Takes Effort

The most successful blogs have posts published on a regular basis… at least once a week… more is better.

Many, many blogs begin with a flurry of posts… and then, the new blog owner loses interest and stops posting.  Defining your blog’s direction is essential to achieving blogging success.

Successful Blogging Takes Time

There is no such thing as an overnight success when it comes to blogging. The blogs that do “race” to the top usually find their stay at the top to be precarious at best.

You won’t launch your blog tomorrow and then cash a six figure adsense check within 30 days.  It just doesn’t work that way.

However, if you’re willing to invest the time and effort into this powerful business communication tool… then you’ll find that your blog can act as a powerful, versatile, easy to use marketing tool.