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Wednesday, August 20, 2008

Stellar Online Customer Relationship Marketing

This is part two of a two-part topic. Part one was titled “Online Customer Relationship Marketing Gone Awry”. While I’m not normally a negative individual, it is my hope that others’ can avoid horror stories of their own by true first hand encounters that I experience. To that end, I’d like to tell you of a completely other type of experience I have had with an auto-responder company.

This company is Aweber. After my experience in the other article I immediately contacted Aweber and asked to speak with a manager.

I gave no explanation.
I gave no information.
I was immediately transferred.

When I got to the manager I explained that there was actually nothing wrong, but I was testing their support to make sure it lined up with my expectations. It did, and I signed up with their Aweber on the spot.

The interesting part of this is that there was a day when I would not have used Aweber if you paid me. I had a falling out with their billing department and made the determination that this was not a company I wanted to do business with in the future.

You see, how a company handles online customer relationship marketing makes all the difference in the world. It doesn’t matter if you are trying to sale ice-cubes to Eskimo’s; if you show that you truly care through your support you stand a great chance of being successful. Apparently this auto-responder company both understands and practices that concept very well.

Not only do they offer superb customer service and technical support over the phone but they also make themselves available during business hours for online queries. While it may take a bit longer than desired to connect with a person online, it’s never unreasonable.

That fact, plus the improvements Aweber has made to their software package since the early days has made me a loyal customer. So if you ever think that online customer relationship marketing doesn’t matter. Think again. It really does.