Your customer service and marketing automation is only as strong as your weakest link


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I want to share with you an exchange that I had with a local contact of mine (Joanne Munro @jojomunroro) on twitter the other day following something I tweeted. Here’s the exchange:

Now, automation is fine and automated responses are good too but only if they are in tune with everything else that you do in your customer service and marketing function.

What, I believe, this exchange illustrates is that when one department or element of your business ‘drops the ball’ it can shine a negative light on the rest of your business and your reputation.

Timed and automated responses are fine so long as everyone does their job in the right amount of time or, in this case, does their job at all.

There is another way of doing it. One, that is a little more labour intensive but has more flexibility built in to allow for unforeseen things happening. Why not make your process like a relay race, where each part of the process passes the ‘baton’ on once they have completed their job.

Your team, process or business is still only as strong or as fast or as effective as its weakest link but at least the ‘baton’ can’t set off without the runner.

Photo Credit: scpgt via Compfight cc

Republished with author's permission from original post.

Adrian Swinscoe
Adrian Swinscoe brings over 25 years experience to focusing on helping companies large and small develop and implement customer focused, sustainable growth strategies.


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