A couple of weeks ago I wrote about the beginning of my customer service journey with my Olympus Tough Stylus 6000. I started the journey by posting my problems on their customer service page on their web site. Two days later Michael Bourne, from Olympus' agency, Mullen, was on it and reached out to me suggesting that I try a different number and email address.
Instead of using Michael's contact info that day, I decided to wait and see what a couple of days to see what kind of response I would get from the web site. Two days later I got an email from Olympus customer service with a Ticket # in the Subject line. Oddly, there was nothing in the email. What a missed opportunity to communicate with a customer.
After waiting a week and not hearing a word I thought I'd send an email to the address that Michael suggested. Well, it's been four days and no answer. Is anybody home at Olympus? It seems like I'm working pretty hard as a customer. Looks like I'm going to have to buy a repalcement camera. Do you think it's going to be an Olympus?
My experience is a good reminder to all of us that our customers want to engage with us in a dialogue. It's not the big marketing ideas that trip companies up, it's the simple things. Like returning an email, being kind on the phone, or finding a way to turn a bad brand experience into an experience that creates an advocate for the brand.
The journey continues. I'll keep you posted on what happens.