I recently opened an account with Lynda.com, an online training service offering on-demand video tutorials covering a wide variety of software applications. It’s a great service with super-high-quality content and I have learned a lot…it would have been a bargain at twice the price, seriously.
Anyway, I had an issue with my account that was completely my own fault. I won’t get into the goofy-stupid details, but basically, I screwed up. I sent a note to Lynda.com’s customer service department…not really expecting them to have pity on me or even to respond, but I thought, “oh, what the hell”. In my opinion, only about 1 in 1000 companies really ‘get’ good customer service, but I had nothing to lose. I took a shot.
Not only did Lynda.com bend over backwards to take care of my request immediately…I also received a personal follow-up note from one of their customer service reps. She wanted to make sure that I was, indeed, a happy Lynda.com customer and that the issue was handled to my satisfaction (thanks, Julie!).
What does this story have to do with Internet Marketing?
I love Lynda.com. I cannot stop telling people what a great product this company offers and I have re-told this story to at least 20 of my friends (and they will tell at least 20 of their own friends). As a result of this word-of-mouth marketing, many of my friends (and my friends’ friends) are now lynda.com customers.
The bottom line: A company is nothing without its customers, and happy customers are your company’s greatest assets. Do you have great customer service? Are you building your brand with great customer service?
Customer service is the new Internet Marketing. Let your customers sell for you.