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?