Customer Care as a Sustainable Competitive Advantage
In today’s post I was to talk about how customer care, client care, can be source of a sustainable competitive advantage. And I am not only talking here about customer care or client care department that answers customers emails or speaks to customers on the phone. I am talking about customer care at the top of organization.
Zendesk defins customer care as follows: “Customer care is when companies treat their customers with respect and kindness and build an emotional connection with them. It’s something that can—and should—be handled by everyone on the team, not just a customer service representative or a customer success manager.”
Ripple effect of caring for customers, clients, readers and followers
Yesterday, I received a video from Sakti Mukherjee, who runs a consulting firm in India (https://www.proconscalex.com/). The video is about my bio on FIRMSconsulting.com/kris and overall FIRMSconsulting work. Here is what Sakti said in the video:
“Something interesting that I want to share. I printed the story of Kris Safarova from the FIRMSconsulting site. And I read through it, and there wasn’t a single page where I didn’t highlight so much because there was tons of learning, and at many points, it brought me to tears. And being 62 and a practicing consultant I still would like to take this as a piece of reading every now and then. And I just want to share this with whoever is going to see this video, and I am going to really suggest that one goes through the site. Reads, learns, and practices what this powerful woman has done and achieved. God bless.”
When I asked for a copy to share with you guys, Sakti took the time to record a more elaborate video, which I posted on the Firmsconsulting YouTube channel. You can watch it here.
Another message that stood out for me recently, which highlights customer care, client care, readers care, followers care, that comes from the top of organization, was from one of our amazing FIRMSconsulting Insiders (FC Insiders are members who unlock some of the powerful programs on our streaming platform, StrategyTraining.com). The email refers to a webinar I co-hosted with Ray Brehm for my online business owners’ community. Ryan is subscribed to both newsletters so he got an invite. If you want to be a part of the online business owners’ community, here is the link, including a gift. If you want to be a part of FIRMSconsulting community, here is the link, including a gift. Here is what Ryan wrote after the recent webinar. Some details are removed for privacy. Ryan is referring to a well-known company.
“Hi Kris,
