By Vilan Trub, Business Wire
When asked about competitive edge, Warren Buffett was quick on the trigger at the 2016 Business Wire International Sales Meeting. “No business has ever failed with happy customers,” he said to a room full of attentive eyes and ears, each set keen on absorbing every tidbit of insight. What Mr. Buffett was describing was the magical key to success and longevity, keeping customers happy. Business Wire, started over 50 years ago, is a company with many happy customers around the globe. How do we, as the industry’s leading news distribution service, keep all those customers happy? What is the secret we follow that can be perennially put into action to maintain this trend?
To determine why Business Wire is so successful when it comes to customer service we have to look at two things. The first is understanding Business Wire’s commitment to customer service. The second is to talk to the clients that gave us our reputation.
When Lorry I. Lokey founded the company in 1961, he established a mantra of “put the customer first.” This is why more than 50 years later we are the only commercial newswires with more than 30 offices around the globe. We put the customer first.
When Berkshire Hathaway chose to purchase Business Wire – the people behind Business Wire were part of the package. Why? Because our team lives and breathes our initial mantra – put the customer first. From product development, to customer education, every single day, from editorial to sales to operations, we look at our product and services from your perspective.
Do our clients notice the difference?
At the PRSA 2015 International Conference our clients described their experience using Business Wire and why they’ll continue using us as a news distribution tool in the future:
This testimonial and others can be found here.
Much has been said about the solutions that Business Wire offers to today’s professionals – whether they work for an emerging startup or a Fortune 100 company. From partnerships with the top five global newswires, to the Smart News Release and Picture and News Capsules to the newly launched BizWireTV, these products provide the public relations and investor relations spheres with tools to not only reach but exceed their news visibility goals. These are the tools that smart communicators leverage to transform an announcement into an engaging story for audiences to read locally, regionally or globally.
In the end though, what value do our local offices provide? What about our suite of news amplification tools? None of these provide value to you if they don’t serve your needs as promised. Business Wire was founded on the philosophy of creating a relationship based on trust with those that choose our patented news distribution network. Success spanning five decades is as much the result of products offered as it is the public’s appreciation and value in those products. There is a circle that is created: the media, financial industry and public’s trust in the effectiveness of Business Wire’s toolkit, and rewarding clients’ trust with efficient and accurate service. This circle is the foundation for creating happy customers.
In Why Newswires? The Past, Present & Future of Trusted News, Business Wire President Gregg Castano outlines the importance of establishing a relationship rooted in trust, and how Business Wire builds that relationship every day.
If the key to maintaining a competitive advantage is happy clients, and according to #CustServ chat founder Marsha Collier and her 136k Twitter followers it is, then every employee of every company must make it their mission to identify not only the customer’s needs, but the most efficient way to meet those needs. At Business Wire we do just that. What makes a person a potential client is the presence of an obstacle. For today’s communicators that obstacle is the need to amplify their news stories to reach their identified audiences – in a world where news consumption rates are higher than ever. Business Wire continues to innovate and create new solutions for how to overcome this obstacle. That is why Business Wire has happy customers, very happy customers, and there is no scheduled change in the company’s course of action.
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