Despite the fact that marketing and customer service are usually separate departments, I find that, like milk and cookies, the two are always better together.
When we traditionally think about marketing, we think about strategy, our messaging, our unique brand identity and how to attract new clients. It is fair to say that marketing tactics, therefore, are often focused on attracting the attention of potential clients. With an increase in a global economy and growth in competition, many companies have discovered that client retention costs less than client acquisition. Quite simply, the value of loyal clients is that they buy more, buy frequently, are cheaper to serve, have higher retention rates and are more profitable than newly acquired clients.
Ideally then, we all want more loyal clients and the only way to do this is to make sure we treat our existing clients very well.
So in addition to thinking up clever advertising and direct mail pieces, we need to “walk the talk” of good customer service, ensuring that every staff member, especially the ones that deal directly with the clients, provide superior customer service. Your staff should know who the client is, where they are in the buying cycle, what opportunities they might want to be involved in and how your business can help them achieve their goals. You have to be able to align yourself with the values of your client and make decisions in the interest of their company.
By ensuring your staff provides consistent customer service at every touch point with the client (including online marketing), your client will come to trust you and therefore, continue to come to you to help them.
Let’s face it- all companies care about their clients, but the companies that keep them happy are the ones that prosper! A happy client is a repeat client.
Where have you seen quality customer service make a difference with a client? How do you employ good customer service tactics? I look forward to your thoughts below!