Can customer service really be part of a marketing strategy? In some ways, it always has been, as the goal of customer service is to keep your customers coming back.
While some marketing ploys are built around attracting customers, customer service is critical in retaining customers. Why? Because customers who are treated with excellent service are more likely to continue doing business with that company. Consumers need to feel valued and appreciated. They demand today that brands show they care about them, which is exactly what customer service experts bring to the table.
Melding customer service into your marketing strategy can help you increase revenue. This all happens because of return business. When you retain customers, you don’t have to work as hard (or spend as much) to attract new customers. Also, when a consumer fully identifies with a brand, part of that is about being treated like they’re more than just a number. This leads them to make more purchases as they become a loyal customer.
Building Your Reputation
Customer service, in the hands of experts, helps to build a company’s reputation. When your customers are treated with personalized care, they are more likely to talk about that experience with their friends, family and co-workers. Word-of-mouth recommendations have always been and continue to be one of the most powerful marketing tools available.
Building your reputation in such a way will differentiate you from your competitors. There are times when your competitors can match you in quality and price, but where you can make the difference is by outdoing them with customer service. The fact remains that when customers feel like they’re treated like royalty, they will spend more.
Skilled communicators know how to gain insights from questions and comments from customers. When a customer calls with a problem or concern, a highly-trained agent can develop the conversation to explore the pain points that are at the heart of the interaction.
A customer or group of customers might all touch on a similar issue they’re having, thus opening the door for ways the brand can make improvements. This is valuable feedback that can be monitored and all pain points can be addressed.
At Protel BPO, we know the value of a great customer experience and we work every day to make that happen for our clients’ customers. If you’re looking to make a positive step forward in joining your customer service experience with a marketing strategy, make us part of the solution. Contact us today and let’s talk about our focus on quality communication and improved customer loyalty.