This article was written by Patrick Panuncillon, an expert in digital marketing & contact support management.
According to Amazon, giving your customers the ultimate satisfaction is the new trend for your products to sell, which everyone would probably agree on without a doubt.
Therefore, it is only right for marketing and customer service to have a steady relationship. Just like peanut butter and jelly, these two should always work together.
As the old saying goes, “Your customers may forget what you did, but they would never forget how you made them feel.”
Your customers are wise enough to buy the same products that deliver results regardless of how traditional and old-fashioned they are. Also, meeting or even exceeding their expectations can turn a one-time client into a loyal one.
And as a business person, you would surely want to address your customer’s wants and most especially, their needs.
With that in mind, we gathered a couple of ways on how to make excellent customer service as your marketing strategy weapon. Here are some of those:
1. Consider your client’s perspective first.
To ensure the success of your business or website, the first step to take is to see your products and services in the eyes of your customers.
You have to consider what matters most to your target clients and how they can benefit from what you offer (may it be a product or a service). You need to have answers to these questions:
- What issues will your product or service solve?
- How can it address the issues or make your clients’ jobs easier?
Many businesses fall into the trap of considering their sales first rather than the benefits that it can give to their customers, and we’re pretty sure you don’t want to commit the same mistake.
In shifting your concentration in providing high-quality products and services that address the needs and wants of your target market, you can start helping instead of just establishing sales.
Let’s cite this example. You are an owner of a factory that manufactures things necessary at home (e.g. dishwashing soap, toilet bowl cleaner, etc.) and you have several retail stores at the heart of the city.
Providing what they need is what customer service marketing is all about.
And your dream of having tons of loyal clients happened. But due to the insane demand for your products, you overlooked the most important thing that your products should have: the quality.
Putting the number one rule in mind, do you think these people will stay loyal after trying your low-quality products?
Do you think these clients will recommend your products to their friends and family? Do you see how horrible it can be to sacrifice what your customers need?
If yes, then make sure you apply the rule of the thumb: customers perspective first before sales.
2. Create ways on how to improve customer experience like ALL THE TIME.
Although many people still argue that the clients are always, right (especially those who work in department stores), it is not new to us that people tend to keep coming back when they’re extremely satisfied.
For you to keep your finger on your customer’s pulse all the time, an efficient technique is to get honest feedback through a survey. This customer marketing strategy will let you keep track of your business’ journey according to your clients’ wants and needs.
It is also an excellent opportunity to keep watch on your brand’s identity in the market.
3. Develop a remarkable customer meeting and expectation.
Always keep in mind that when you meet a particular client the first time, you must exceed their expectations.
By doing this, you’re leaving a memorable experience to the customer that will ensure your products or services’ space on her to-buy list. You can utilize different mediums such as customer service outsourcing to materialize these goals.
As a result, your business will surely benefit from “word-of-the-mouth” referrals and reviews that are incredibly satisfying on your end and more importantly, higher retention rates. These effects can make your brand one step closer to any goal you have in mind.
Also, creating an experience that’s worth remembering will help you in building a healthy relationship with your client, communicating with your purchasers on a friendly level. Not a relationship just for you to get money from your customer.
4. Build an emotional connection.
“It’s not what you say; it’s how you say it.”
This quote may be familiar to everyone and this is also applicable to business.
You can achieve your goal (to provide overall customer satisfaction) if you know how to connect to your clients emotionally.
Here’s how you do it the right way:
Your buyer received an expired product from your company. But he or she was not able to return it due to the death of a family member. When you become aware of the situation, it would be best to understand the situation and replace the item even if the customer returned it late.
If you want to go an extra mile, you can try sending your condolences by ordering flowers for the client.
5. Develop a plan that will address any issue that may arise in the process.
With all the tips mentioned above, you can’t make sure that everything runs smoothly. Therefore, it is best to have a plan B to Z to anything that may come up along the process.
Doing this does not mean you’re not trusting your initial plan. This thing only means being ready in case anything comes up.
You might want to take advantage of the rapid growth of BPO industry. It’s a good tactic as the reasonable cost of call center services will give you the results that you pay for.
If you’re planning to use or outsource contact support in marketing, you should not only make sure that your products are of high quality. You should also give them overall customer satisfaction for them to be loyal in purchasing your products and services.
It’s inevitable that your clients’ expectations are high and good reviews travel fast. And seeing how empowered customers are nowadays, it gives you the idea that you need to prioritize customer satisfaction more than anything else.