The Secret Weapon of Business Growth

I write about strategies to turn fans into customers and customers into fans. I also share ways to use real-time strategies to spread ideas, influence minds, and build business.

Case Studies  |  Sales Strategies  |  New Rules of Sales & Service  |  Best Practices

Throughout the year that I had been researching and writing The New Rules of Sales and Service, I had the pleasure of interviewing hundreds of people who are involved in serving customers.

I was stunned by the number of them who revealed to me that they had turned their customer service function into a “secret weapon” of revenue growth!

Great Customer Service Drives Sales

JetBlue_customer_servicePeople shared that when customers are happy, they keep their product longer, they spend more over time, and they share their happiness with others either in person or on social networks.

For example, yesterday I traveled from Orlando to Boston on JetBlue. As I put my bag onto the scale I wondered if it would be over the 50-pound limit. When it was exactly 50 pounds, the customer service representative was excited that I had gotten the maximum weight without having to pay the $100 fee for extra weight. She high fived me and pointed out the scale to a colleague.

So I tweeted the resulting photo and JetBlue replied right away.

This delightful interaction is one of the reasons I continue to fly JetBlue.

The Secret Weapon of Business Growth

It seems so simple! Yet few companies actually use this secret weapon of business growth.

Worse, many companies treat customer service as a cost center where they try to spend and do as little as possible. 

Several people shared actual metrics of success, and I learned that investing money in customer service efforts resulted in more revenue and profit than investing the same amount of money in sales efforts.

Yet the vast majority of companies, when looking to increase revenue, invest in hiring more salespeople.

Treat your customers right and grow your business.