Who's the concierge at your company?
From the Customers Rock! blog:
Chad’s job as concierge is to hand-hold the customers as they take their first steps with Light and make the who experience quick and easy. He gives out his direct line or clients can email him directly as well in order to contact him with questions about the first 2-3 sites they bring on board. What I found the most interesting about Chad (who is a real person, by the way – that’s his picture up above!) is that he is a high-level director of IT at the company, not a low-level employee. Being a true concierge, as in a hotel, is a part of Chad’s job. Tim explained to me that they felt it was important to show the Light customers how valuable they are to Element Fusion, so they wanted to commit top resources to them.
Chad the web concierge provides this assistance for free to existing customers.
Have you looked at your customer’s experience in using your product lately? What is happening in the first 30 days? Those beginning experiences set the stage for the ongoing relationship with your company. What type of focused resources can you provide for your customers to assist them in getting up to speed?
Very cool! I think of this as just another example of how companies can help users and customers kick ass.
So, who’s the concierge at your company?