One fundamental thing that drove the vision of CrossLoop for me was real people, real relationships - I fundamentally believe that a business process of speaking to a 'Mrinal' using 'Tom' as an identity is completely broken. In fact, fake identities can lead to law suits like that by Tony La Russa of the Cardinals against Twitter recently.
And that is the fundamental thing we provide to all - a platform to enable people to fix computer problems but most importantly, an opportunity for customers to know the real 'Mrinal' helping them. Our expert Helpers mostly use their own picture, their real name and have an individual link to their profile that one can go back to. This enables the customers to make an informed decision to go back again and again to 'Mrinal' and refer him/her to their friends and family through word-of-mouth assuming the service provided is excellent.
When did you last go to a attorney or an accountant who used an alias while doing business with you? When did you last go to another lawyer or attorney, with another alias, at the same firm for follow-up questions or sign them up for another year?
So you can imagine my excitement when I found this eMarketer report today that states the top overall customer priority named was service excellence, followed by building a trusting relationship.
But as rightly pointed out, trust is not as an easy thing to build - it takes time and commitment personally and professionally. I have personally written about this on my personal blog way back but Its a bit like having a cat versus a dog - the former lives well with asynchronous food and water left behind whereas the dog needs you to take them out on walks, runs and some tlc.
So when you build that trust and customers love you... yes, love you .... they tell their friends and family - each one of us consequently becomes a media for transportation of that event - I call that 'You Media' (a pun intended on new media)
The study goes on to speak more to what purchases are effected by word-of-mouth but I can assure you that the best brands, and our expert Helpers on CrossLoop are one, are built through it.
So go ahead - Be 'connect-able'....
Good Afternoon and Good Luck!