We’re happy to have Greater Media’s Buzz Knight joing us for a guest blog today:
Recently, the New York Times‘ Business section featured a compelling piece titled "Good Luck with that Broken iPod" written by Joe Nocera. The crux of the article was a great reminder about the vital importance in our radio world about how well we all practice great customer service.
Apple has the attention of so many of us from the great new advances they have made with MP3 technology, and they continue to evolve. Yet, there is not only a problem with some of the devices, but also with their methods of serving customers. If your iPod fails – and many of them do – getting it replaced isn’t always an easy or cost-effective task.
But that leads to questions about how WE as radio broadcasters handle those tough situations from our customers. Have we attacked our radio stations lately on our effectiveness of listener service?
- Do we answer listener lines consistently?
- Have we as Programmers answered the listener line just to talk to our listeners?
- Do we respond in a timely fashion to our listeners when they have questions?
- Have we figured out consistently how to make listeners feel special?
Even Apple, the talk of the town, may have flaws in treating customers… Does your radio station?
Jacobs Media has consistently walked the walk in the digital space, providing insights and guidance through its well-read national Techsurveys.
In 2008, jacapps was launched - a mobile apps company that has designed and built more than 1,300 apps for both the Apple and Android platforms. In 2013, the DASH Conference was created - a mashup of radio and automotive, designed to foster better understanding of the "connected car" and its impact.
Along with providing the creative and intellectual direction for the company, Fred consults many of Jacobs Media's commercial and public radio clients, in addition to media brands looking to thrive in the rapidly changing tech environment.
Fred was inducted into the Radio Hall of Fame in 2018.
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Great thoughts Buzz….
Remarkable how situations with apple are different. I actually had a GREAT customer service with APPLE. I had a issue, they allowed me to submit the problem on-line, sent a pre-packaged box to me, fixed it under warranty and sent it back. All within 10 days. Other than a excessive $30 “handling fee”….I was pretty impressed.
All in all, it does show how vital the customer service experince can be. Very few people relate great experiences, but people certainly do remember the bad ones!