Company Culture: three methods Brainshark use to gain ferocious reputation for exquisite customer service
March 2, 2018
At gunnercooke, our model is based around a culture of innovation.
We passionately believe that without a culture, any business model can be copied, which is the reason we place so much emphasis upon developing and strengthening the ethos and cultural heart of gunnercooke. We strive to enable our lawyers to operate quickly, efficiently and with clients at the forefront of their minds.
In this series, we’ll be taking a closer look at those businesses who have implemented a strong company culture, and what it is that has enabled them to go that extra mile in providing excellent customer service, which in turn, has led them to attract loyal and supportive customers.
Brilliant client service matters just as much in a B2B environment as it does with individual consumers. In fact, a consistently high standard of service is particularly important between companies because, typically, the customer has invested more time, comparative research and money into their purchase.
In this blog, we will be focusing on Brainshark, a cloud-based solutions company who have built a fierce reputation for providing great client service for a number of firms listed in the US Fortune 100…
They focus on the relationship, not the transaction
A solid relationship forms the basis for repeat business. So, how do businesses build these relationships? Brainshark’s Customer Care team keep in regular contact with clients to ensure that they are meeting every expectation, identifying areas for improvement and whether there are any other areas of need.
Regular feedback and communication is key.
A relationship means staying in touch and caring – even when there is no ‘transaction’ to be done.
They sell what their clients need
Too often companies are all about the ‘stuff’ they have versus what they can do to help their customer walk away with the product they need, satisfied they have got their ‘money’s worth’. It’s like walking into a car dealership and the salesperson boasts about all the features on a sports car without even asking what you need from a car, whether you have children or whether you need to transport a lot of cargo. Brainshark focus on maximising the value that customers get from their products and services.
They always leave the client with a positive memory
Brainshark make a point of drawing from Prof. Daniel Kahneman’s research on the power of the ‘remembering self’. The idea is that our memory of an experience is often different to the experience itself. As such, Brainshark staff plan every client interaction with the intention of leaving a positive memory.
For example, when nearing the end of a meeting, briefly list the steps or actions you have discussed and give everybody an action to complete, including the client. This not only ensures clarity, but it also reinforces the idea of working together towards a common goal.