How We Can Truly Take Care of Our Customers with Scott Romesser, Chief Customer Officer, GoTo
In this episode of The SmallBizChat, Melinda Emerson talks with Scott Romesser about why customer care is central to business growth. They discuss how to create a strong first impression, common service mistakes small businesses make, and why existing customers can become a business’s best marketing channel. Scott shares ways to stand out, support customers with limited staff, empower frontline employees, and use AI without losing the human touch. The conversation also covers feedback, differentiation, and caring for customers before they become customers.
Key Points
- Customer experience starts long before a sale, with clear understanding of why someone is reaching out and a personalized path to solving their problem.
- Fast, frictionless support matters, but customers care even more about feeling understood and getting their issue resolved without unnecessary back and forth.
- Small businesses can stand out by investing in early customer success, asking for feedback and acting on it, and trusting employees to make good decisions within clear guardrails.
Scott Romesser is Chief Customer Officer at GoTo, where he leads the company’s customer experience strategy. He oversees implementation services and training, customer success, and customer support, with a focus on keeping the voice of the customer at the center of the organization. Businesses of all sizes trust GoTo to power business growth and support customers. With over 500,000 customers, Scott is an expert in customer service and support. For more information, visit https://www.goto.com.
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Transcript
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