Seth Godin has a simple, yet fantastic, post over on his blog today that every corporate communications person ought to read.
The premise is simple. You should make it really easy for your customers to contact you. If you send them an email, accept email responses, have someone read them, and reply to your customers’ requests. They are, after all, your customers. You know, the ones who pay you for your products and services?
If you sell a product or service, processing customer feedback is critical. It is the number one way you can retain customers and improve your product. Without it, you’re flying blind.
By sending emails with “Please do not reply to this message as replies to this email address are not read”, you are telling your customers they don’t matter. If they want to get in touch with you, its going to be tough. Thats a bunch of garbage. If you feel the need to send me a message, I ought to be able to respond to it without jumping through a bunch of hoops. If you can’t efficiently process all the incoming messages then you either have a problem with scale or your product sucks. Simple as that.
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