#1 thing your customer support should know
Over the last couple of weeks we have gone through some major re-thinking about how we do things at Tatango. As I re-thought things, I realized we had to get back into the trenches with our users, making sure that we built a true, meaningful, and long-lasting relationship with each and every group that is using our service. This is why I hired a full time “Community Manager”, in which her only objective at Tatango is to make sure every potential and current customer is happy.
During this re-thinking, there was a pivotal moment, which seems like a no-brainer after the fact. This pivotal moment came after I grabbed a ridiculously thick marker and where everyone in the company could see, I wrote the lifetime value of a customer at all of our different price points. For example, our lowest plan at $19, had a year value of $228 (I know this doesn’t mean “lifetime value” but you think I’m really going to disclose that, come on). The minute I did this, things started to click within our company. Employees started to finally understand why I fretted over one missed call or even one support email which went unanswered because of the spam folder. The lesson learned, make sure everyone in your company, most importantly the people that have interactions with your customers, know how valuable every single one is. For our company all it took was a marker and big handwriting.
There are a lot of other changes happening at Tatango and hopefully over the next couple weeks I will be able to share a few of these with you and let you in on the results.
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