June 27, 2012

I Love a Little CYA.....but it's Really About Communicating

In my experience a little CYA can go a long way. And while the general intent of CYA is to protect oneself, the best way to do it is often to simply be transparent and proactive. If you don't have the resources to respond to your customers on a daily/hourly basis on Twitter, let them know in the corporate description when they can expect a response. Do you have web-forms that seemingly send customers to an abyss of "did they even receive my inquiry?"

In today's world of social media and market competition, a lack of response can do you more harm than good - even if the response isn't what the customer wants to hear. Be sure to state how requests are managed, which ones (if any) will receive a response, and what the timeline is. From a customer's perspective, there's nothing worse than taking the time to reach out to a company to receive no response. So CYA people, be clear in how you communicate with your customers, and transparent in setting expectations. You'll save yourself a lot of trouble in the long-run and build a better experience for your customers at the same time.


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