{"id":31343,"date":"2016-05-25T00:00:00","date_gmt":"2016-05-25T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/three-ways-to-create-confidence-with-your-customers\/"},"modified":"2023-11-13T21:03:55","modified_gmt":"2023-11-13T21:03:55","slug":"three-ways-create-confidence-customers","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-confidence\/three-ways-create-confidence-customers\/","title":{"rendered":"Three Ways to Create Confidence with Your Customers"},"content":{"rendered":"\"Creating<\/a>I recently interviewed Nate Skinner, the VP of Customer Care for Campaign Monitor, a company that helps businesses use email to market their businesses. It was for one of my Forbes columns, Seven Ways to Use Email to Build Your Brand and Create a Better Customer Experience<\/em><\/a>.\r\n\r\nIn the process of the interview, I asked Nate about his favorite customer service story. Without hesitating he told me about Jordan, one of Campaign Monitor<\/a>\u2019s sales and support reps, from Minneapolis. As I listened to Nate tell the story, it was obvious that he was proud of how Jordan stepped up and reinforced one of the most important reasons a customer does business with a company\u2026 Confidence!\r\n\r\nThe short version of the story is that one of Campaign Monitor\u2019s customers had a new employee that set up a large email campaign to go to thousands of his customers. Now, when it comes to sending mass emails, there are certain laws that make \u201cspamming\u201d illegal. Campaign Monitor takes compliance very seriously and has safeguards that keep their customers on the right side of the law.\r\n\r\nWhile this customer\u2019s emails weren\u2019t spam, the person working on the campaign did something during the set-up that caused, for lack of a better term, an alarm to go off, which caused Campaign Monitor\u2019s system to prevent the emails from being sent.\r\n\r\nThis all happened on a Saturday. Somehow Jordan, who was out for a bike ride getting a little exercise, was alerted. He immediately headed home and set out to right what was obviously wrong. Jordan knew that his customer didn\u2019t send email spam. He knew that it was just a mistake. Within a short period of time, all was \u201cfixed\u201d and the emails were sent.\r\n\r\nThat day Jordan became a hero<\/a> \u2013 to both Campaign Monitor and its customer. Regardless of when the problem occurred, even if it was over the weekend when he was officially \u201coff duty,\u201d Jordan stepped up to take care of the problem.\r\n

Here are three ways to create confidence with your customers:<\/h3>\r\n
    \r\n \t
  1. Customers don\u2019t want \u201ctransactions.\u201d<\/strong> They want something more. They want partnerships, with people that care about them and are willing, if necessary, to go the extra mile, which might mean doing a little work after hours. Basically, whatever it takes to do the job.<\/li>\r\n<\/ol>\r\n
      \r\n \t
    1. Customers like to deal with companies and people that are proactive.<\/strong> The customer would have never known that there was a problem until someone came in on Monday morning and realized their emails weren\u2019t sent. Instead, Jordan was proactive and took care of the problem \u2013 without being asked.<\/li>\r\n<\/ol>\r\n
        \r\n \t
      1. Customers want to have confidence in companies and people they do business with.<\/strong> If they didn\u2019t already know, the customer now knows they can count on Campaign Monitor. Find a way to prove to your customers that they can always count on you.<\/li>\r\n<\/ol>\r\n