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The recent Bathroom Conference highlighted over and over again that in order to survive modern businesses have to use customer service as their key differentiator - their USP. Anyone can copy your product offering and anyone can copy your prices but it is the way in which your company deals with its customers which will set you apart.
Speaker after speaker banged the drum for good customer service.
They re-iterated that whether we like it or not we are now in the era of social networking where stories about your company, whether they are good or bad, move fast. And you can’t stop it.
It used to be said that a customer receiving bad service will give the bad news to ten of his friends. Now, through Facebook, Twitter, et al, that message will be transmitted to ten thousand. It’s a frightening thought and one speaker emphasised the point by asking a simple question - do you know what people are saying about your company? Modern companies need to embrace the new social networks and use them to their advantage. They need to look from the outside inwards, not from the inside outwards.
“This year’s bathroom conference sent delegates away loaded with ideas about what constitutes good customer service,” commented Yvonne Orgill, CEO of the BMA. “Customers are in the driving seat and good bathroom companies will find them, keep them and profit from them.”
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