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Is Customer Care the Last Marketing Hurdle?


Is Customer Care the Last Marketing Hurdle?

As a business you can spend a fortune on marketing. Whether you’re attempting to reach your customers through; social media, e-mail newsletters, advertising or promotional goods, when you mix it all together the costs can soon add up. So it’s safe to say you want your marketing to be a roaring success.

But whilst so many businesses put their time and efforts into both digital and traditional marketing methods, they can sometimes forget about the physical ones that are really going to be selling their business.

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Yes, although your marketing strategies will get the customers to pick up the phone or walk through the door, nothing is going to make a sale like your customer service team can.

New leads and even existing customers may come to you under the illusions that you’ve sold them in your marketing, but nothing is going to make them come back like good customer care.

The trouble is, many businesses are forgetting this element of person-to-person contact, and as detailed in this infographic 66% of customers feel that the care they receive has deteriorated over the past three years.

Businesses shouldn’t forget about the customers they are targeting, and instead should invest just as heavily into their customer service team as they do with all of their other marketing strategies.

Create an Environment

There’s only so far a welcoming hello and a smile can get you, and sometimes this isn’t even an option for some businesses, so going that extra mile to create a positive environment can be all the difference in the way that a customer perceives your company.

If your customers have to visit a store or even an office, make the space one that they can feel every bit a part of as your team does.

Adding colour and music is an option, but also making them feel welcome by asking questions that matter.

Avoid the pitfalls of face-to-face customer care with helpful research such as this article, as tried and tested methods can help your team to be more approachable and less salesy.

Make them Ambassadors

Your customer service team are the one representing your brand and your company, they should encompass every element of it, so make them passionate about working there.

A happy team will create happy customers, and they’ll be more inclined to rave about their place of work.

When customers see just how invested you are in your team and how much you care about your team, they’ll know they will also be cared for.

Share team updates on your social sites, and get your customers involved with the people behind your company.

Customers will relate better to your brand if you have people they can relate to.

Give them Knowledge

There is simply nothing more infuriating than experiencing bad customer care.

We’ve all been there, done that and got the t-shirt, but as a business owner you can sometimes forget the basics and what it means to be a customer.

Training your team on your product and service is just the tip of the iceberg.  They should be educated on industry news and competitors to make them a knowledgeable resource for your customers.

They’re going to expect expert advice and honesty, so give it to them.

Put yourself in their shoes as to what you’d expect from a service, you’ll cater to your customers in a more beneficial way.

Don’t forget about them

Once a sale has been made it’s easy to forget about those acquired customers and go in the search of more. But keeping those customers happy is going to give you more return than seeking the new ones.

On average it costs seven times more to find new customers, so it makes no business sense to forget about the ones who are already interested in your business.

Investing in a CRM system will help you to build better customer relationships and encourage repeat sales.

With a piece of software like this your entire team can keep track of each customer as in individual know about their wants and needs.

Take your customer care as seriously as your marketing and you’ll see success.

I am the founder of Startup Today. I am the main writer and have put in many hours of work into creating this blog. If you want to find out more about me then lets get in contact.

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