The internet brings along a whole new strategy for businesses today. If your business cannot be found on the internet, you don’t exist. If your customer service and technology is not up to par, you will lose. China and India excel in customer service and technology. They do this at a fraction of the cost and with good attitudes. More and more Americans are growing frustrated with American businesses treating them like crap. They are tired of waiting on long lines for everything and having to push a thousand buttons on the telephone before connecting with a live person. More people today are turning to the internet in order to find companies that will help them to get the product that they need quickly. If your business cannot have a live person pick up the phone when someone is calling, your business will fail in the 21st century. We are living in a high tech, super-fast world. People are not willing or wanting to wait any longer. They are trusting in computers to make their lives easier and to speed everything up. If you cannot get to your customer fast, someone else will. If you expect the phone system with 20 prompts to keep your customers, you are dead wrong. You are going to lose your customer to someone else that can give them fast service and superior customer service by phone and in store. To be successful on 2014, you are going to have to put your customer’s happiness first. You know how frustrating it is to walk into a store and find no customer service reps around. When you call the business, nobody answers the phone and instead you get a computerized answering machine telling you to hold. This kind of nonsense will destroy our business as we can already see it doing in America today. Executives are beginning to see their failures hit their wallets.
Today’s consumers are smart and not willing to put up with your slowness or your poor customer service. When someone walks into your store, make sure that they are treated with a big smile. If you have 20 people in your store at a time, make sure you have at least 4 people on the floor assisting customers and up selling them. Customers will walk out of the store if they feel like they cannot find what they are looking for and will have to wait online to ask one of your sales people for advice on a product.
China and India are focused more on pleasing the customer than on making money for the company. You can call almost any business in China or India and speak to a live person within seconds. If you ever shopped in India or China, they are fast and actually greet you at the door with a friendly smile. It reminds me of how business used to be in America back in the 1980’s and mid 1990’s.