Comments on: How to Set Your Business Up So You Never Have To Actually Talk to Anyone

By: Clint Wilson

Clint Wilson — Sun, 28 Apr 2013 20:29:00 +0000

Good point @sjmoody:disqus and I personally do 20+ customer calls a day which 500+ a month with our subscribers so I think Amazon or Google could easily replicate our model of high-touch if they wanted too.

Love the ATM comment:)

~Clint
@cazoomi

By: Clint Wilson

Clint Wilson — Sun, 28 Apr 2013 20:24:00 +0000

In reply to Judi Hembrough.

Worth the read Judi Hembrough and I have onboarded most of our Enterprise customers which is what makes me love my job, the human interaction element.

Since our success has finally caught up with us we are now offering that same experience to our free subscribers too.

I think that even a startup can do these personal touches as you mention above like, “picking up the phone, visiting a customer, a personal email — so that we can build trust and enduring relationships with our customers.” as this is core to why businesses exists..to help others with a need.

Great read:)

~Clint
@cazoomi

By: Britton Connell

Britton Connell — Tue, 09 Apr 2013 20:15:00 +0000

Great blog. You should read the article "Business Marketing Focuses on Your Target Audience".

By: Judi Hembrough

Judi Hembrough — Fri, 29 Mar 2013 17:13:00 +0000

Great topic, John. I agree that personal communications and interactions are being muffled by the very technology that exists in order to bring us together. Email, IM, webinars, blogs and social communities were built to add a layer to customer service and relationship building, not to replace it. We are so focused on the technology now that we’ve forgotten about the human interaction. A lot can be lost in translation with text based communication as it is difficult to express emotion and inflection. We shouldn’t completely abandon the basics of real communications—picking up the phone, visiting a customer, a personal email — so that we can build trust and enduring relationships with our customers. I think the combination of digital communications and personal communications can be a winning model for delivering great customer service. I’ll never forget my experience with Zappos a couple of years ago when I was escalated to a live chat to return a pair of shoes and the customer service rep not only assisted me in the friendliest way possible, but pulled up my purchase history while talking with me and informed me that I qualified as a VIP member with lots of benefits. Guess where I buy most of my shoes now?

By: Steven Moody

Steven Moody — Fri, 29 Mar 2013 07:07:00 +0000

It is an accident of history that small marketing companies are borrowing this tactic from larger corporations, and the consumer has forgotten what high touch service feels like. Where is the Amazon customer service? Where is the Google support line? We allowed corporations to lower the standard for quality so low that an ATM interaction is more comforting than talking to a human bank teller.

Thank you for the reminder to bring back high touch. It doesn’t scale and thats okay.

By: OBVAVirtualAssistant

OBVAVirtualAssistant — Thu, 28 Mar 2013 09:04:00 +0000

Hi John, this is a very touchy post. If we have human touch then it is going to bring you a step closer to success. Success is the power which should be shared so you can gain more. This post is indeed a small step towards humanity also.

By: Andrea J. Stenberg

Andrea J. Stenberg — Tue, 26 Mar 2013 19:54:00 +0000

I think it’s particularly true of social media marketing. Too many people think they don’t have to talk to people anymore because they’re on LInkedIn or Twitter.

However, a successful social media marketing campaign means you get to talk to more people. But the bonus is you get to talk to people who might never have discovered you and your business otherwise.

By: Nate Anglin

Nate Anglin — Tue, 26 Mar 2013 17:11:00 +0000

Excellent point John.

This is exactly why most people HATE calling large corporations. Press 1, 3, 4, 9, then press # 2478 for customer service. It’s a little absurd but then again with growth comes less flexibility. The human touch isn’t just missing in online businesses, it’s still missing in most industries whether online or brick and mortar. The human touch builds upon the relationship were trying to create with our clients. No true, lasting relationship is solely built on automation.

By: Timothy Howse

Timothy Howse — Tue, 26 Mar 2013 16:32:00 +0000

I agree with you. The human touch is missing in so many online businesses. I am often very receptive to companies calling me immediately after I purchase a new product or sign up for a new service…and often willing to spend more money with them. It’s amazing how few online companies actually do it, though.

By: Kerry J.

Kerry J. — Tue, 26 Mar 2013 15:38:00 +0000

I agree! nowdays if you’re a businessman you need to put you’re 101% of you’re patience and time in taking care of your business however if you’re a business and you have a bad marketing, I think this marketing strategy is a good way idea!