(PRWEB) September 11, 2010
It doesn't matter how great your products are if you don't back them up with equally good customer service, Internet marketing expert Jesse Willms said today.
“Bad customer service can destroy your business,” Willms said. “Unfortunately, many companies don't understand this lesson and see their potential profits disappear when they skimp on customer service expenses.”
Willms noted that in this economy, when companies are forced to tighten their belts, many choose to cut their customer service budget first. That is very often a fatal mistake.
“Customer service is the last thing you should cut,” he said. “In fact, when times are tough, that's when you need to invest more in great customer service so you can retain customer confidence. Remember, it's harder to get a new customer than it is to retain a current one.
"I have already taken steps to invest in my customer service," Willms said. "This is especially a good time to hire top customer service talent that other companies have shed.”
Providing the best customer experience, Willms said, is why he has never outsourced his customer service to Asia, even though it would save money.
“Most of our customers are in North America,” Willms said. “That's why we use North American customer service representatives. People want to deal with people who understand their culture and can quickly and easily respond to their questions and concerns.”
Willms says he is constantly expanding his customer service budget and keeps training and retraining his customer support team to make sure they are the best in the industry. He believes that is a key component of his success.
“Most of the problems that customers have come from minor points of confusion and are easy to solve,” Willms said. “Yet, most people are frustrated that they don't get the answers they need from companies. That's what makes my companies different.”
Jesse Willms is a well known in the Internet marketing entrepreneur. He started his first company from home when he was 16 years old, and by the time he was 22 had launched several Internet marketing companies.
“Since I first got into business, customer service has been essential for each and every product launch,” Willms said.
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