Jul 18, 2012

It All Comes Down to Trust

Technology is amazing. From the constant evolution of social media to the gizmos and gadgets we have come to rely on, every aspect of the technology industry continues to become more and more important in our day-to-day lives.
This also extends to how we run our businesses. Now more than ever, it is critical for companies to invest time and money in the technology they use to reach their customers. But with all the focus we’re putting on the technological world, what happens to the human side of our companies?

These statistics illustrate the importance of a human connection:

  • 86% of US consumers report losing trust in corporations over the last 5 years. 93% say that a company’s reputation for honesty and fairness is extremely important to them [SOURCE].
  • Two of the top reasons consumers cited as causing a lost relationship are being trapped in automated self-service, and having to wait too long to get service [SOURCE].
  • It takes 12 positive experiences with a company to make up for one bad experience [SOURCE].
  • Even with our current economy, 60% of consumers are willing to pay more money for something in order to get better service [SOURCE]

Trust lays a foundation for good customer service to build on and strengthen the relationship between business and consumer. Without trust, you may as well be building on sand. As we continue to embrace technology advances in our businesses, it’s important to not leave the human aspect of customer service by the wayside. From us to you, here are some tips on how to stay human in an increasingly technological world:

  1. Stay human. Automated systems have their place, but at the end of the day we all crave a real human being to talk to when we have a problem. Keep your business as human as possible by not relying unnecessarily on these systems.
  2. Continue learning. Proactively model and coach how to provide above-and-beyond customer service that stands out above the rest of your competition.
  3. Build a reputation. As you consistently keep your business’ atmosphere focused on being real and human, you will gain a reputation that attracts customers to you because of your value of putting customers first.

One of the challenges of being in the technology industry is how easy it is to lose the element of human touch. But at Fixed Fee IT, we are doing everything we can to stay connected in a human way with our customers. By building genuine relationships, being honest, and staying readily available to help, we keep our clients’ needs at the forefront. If you’ve been burned in the past by IT companies without a heart, think about giving Fixed Fee IT a try. You can count on the fact that your experience with us will be different, and that you won’t be disappointed.