Having recently worked with London based Customer Service Experts Potentio, we enjoyed dialogue with them discussing Customer Service and Customer expectations. Potentio offer a service to test companies customer service using secret shopping which includes phone calls and walk ins. To us, unless your customer is unreasonable, we feel it is only natural to want to meet if not exceed customer expectations. After all, a happy customer can mean a regular customer and a happy customer can mean referrals to bring in more customers. This is not rocket science and you probably already do it to a certain extent:
Is your website active or asleep? Did you launch it 3 years ago and still expect it to be bringing you business and customers? Do you expect it to be providing the latest information about your business? If you do not keep your website up to date, you could give the impression your business is:
Running a business is extremely satisfying; it is easy to start one but it is a lot harder to sustain. Having the ideal product or service is the first step but getting it to the market and to the right people is key to sustaining your business. This is why identifying your target market is an essential step and involves research and analysis, not a finger in the air.
It is certainly very easy to create your own website these days and publish it live and sit back and feel good that you have done a great job. But have you? How many home built websites are built by people who do not realise that there is more than just Internet Explorer out there and that Internet Explorer is perhaps unfortunately still the most un-standardised browser there is? Need an example, here we go, this is how a local website looks in Internet Explorer version 9 on 15 December 2011 - (words blurred on purpose):