flevyblog

Flevy Blog is an online business magazine covering Business Strategies, Business Theories, & Business Stories.
MANAGEMENT & LEADERSHIP STRATEGY, MARKETING, SALES OPERATIONS & SUPPLY CHAIN ORGANIZATION & CHANGE IT/MIS Other

Elevate Your Corporate Customer Service with These Marketing Strategies

Editor's Note: Take a look at our featured best practice, CX Improvement Program: Delivering Service Excellence (136-slide PowerPoint presentation). Enhance your organization's CX with our Delivering Service Excellence PPT. Equip your staff with the skills to create quality customer experiences, differentiate from the competition, and build trust and long-term relationships. Learn to manage emotions, deliver personalized service, and apply [read more]

Also, if you are interested in becoming an expert on Customer-Centric Design (CCD), take a look at Flevy's Customer-Centric Design (CCD) Frameworks offering here. This is a curated collection of best practice frameworks based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. By learning and applying these concepts, you can you stay ahead of the curve. Full details here.

* * * *

While some owners of large businesses may believe their marketing and customer service plans and goals are separate entities, they actually should be connected and have a mutually beneficial relationship.

According to Business.com, since you rely on specific marketing strategies to acquire new customers and boost your revenue, it’s only logical that these principles complement your customer service efforts in order to strengthen the relationships you’ve forged with your customers.

The following marketing strategies can help any large businesses and enterprises elevate their customer service efforts, as well as their profit margins.

What Makes Incredible Customer Service?

Before you begin to create and design a marketing strategy, you first need to outline what makes incredible customer service, and what it means for you as a company. For example, there are a number of aspects which will apply to every industry while others may be niche-specific.

Essentially, excellent customer service is one which encompasses all aspects of the customer’s journey; from the moment they enter your store (whether physical or online) to the follow-up after they’ve purchased an item or service. You have to be able to greet every customer in a warm, welcoming way, so they feel valued and special from the moment they enter. Ensure every employee is clued up on what you expect from their customer service skills; it’s often much more than greeting someone with a smile and saying ‘hope you have a nice day’!

Luckily, there are a variety of rules to follow to enable everyone in your company to provide excellent customer service. They include:

  • Being Available – In the digital age especially, a customer expects to be able to contact your business at any time, on any day. Long gone are the days of working primarily set hours, and only being able to visit you in-store. Create a website which clearly features ways to get in contact with you and your staff, but go one step further. Make sure you answer your phone. Phone calls are still an integral way for customers to contact businesses, and if you ignore your phone, your customers will go elsewhere. If you are busy, make sure there’s a team member on hand who can deal with telephone inquiries and point people in the right direction.
  • Always deal with complaints – Unfortunately, no business is perfect. While you may think you have offered astounding service, your customer may disagree. If they complain about any aspect of their experience with your company, you need to be able to respond appropriately and fairly. This doesn’t mean offering groveling apologies instantly. Rather, try to come to an understanding with your customer to ensure that they are happy with your service and response, but also to ensure this doesn’t happen again. While you can’t expect to get every order 100% correct, you must be able to learn from your mistakes, so they don’t happen in the future.
  • Never make promises you can’t keep – This is an obvious point, but it’s a crucial one regardless. As a business, if you promise a service or item, you must deliver it. By failing to keep to what you promise you can offer, you not only lose the potential profit, but you also lose the respect and trust a customer has in you. Trust and respect are difficult to build between business and consumer. It can take weeks or even longer to develop a bond, but it can take mere seconds to break it. Never underestimate the power of trust. Without it, why would a consumer return to you?
  • Always listen – If a customer tells you something doesn’t work, listen to them. It’s important not to assume you know better, merely because you’re the owner of the business. Instead, listen to the consumers and those using your products and services. After all, they are the best judges, and they know what is right about something, and what is wrong. Listen to their recommendations and the ways you can change and improve what you do. To ensure you do listen, why not undergo survey’s with past customers and clients, and ask for feedback after a sales pitch or a meeting. By doing so, you will get honest answers about what you need to change. However, it’s a wise idea to offer something in return for completing the survey. Discounts and rewards are a common and useful way to both entice and reward.
  • Train your staff – How can you expect your staff to deliver perfect customer service if you don’t train them on it? Undertake training regularly to update your team members on the best way to deal with complaints, feedback, making sure every customer feels valued, and so on.

With the above points in mind, what are the best marketing strategies to implement in your business?

Make Outstanding Customer Service as Important as Your Product Selection

Yes, it’s important to sell a wide selection of products and services at reasonable prices. But as Zappos.com has discovered firsthand, delivering a solid and dependable customer experience is an indispensable part of their marketing plan. Ever since Zappos opened for business nearly two decades ago, the company has striven to be “powered by service” and has a team of customer service reps who have one goal in mind: to “wow” each customer.

When consumers head to Zappos.com to search for a new pair of shoes, each web page includes easy-to-find contact information. If you call in with a question, the friendly customer service reps are 100 percent committed to helping you get the information you need. All this is part of Zappos’ marketing plan, and the result has been a steadily growing company that shows no signs of stopping.

Look to the Cloud for a Modern Customer Service Experience

Another marketing strategy that ties in nicely with a winning customer service approach is to invest in a cloud contact center. If you have a heavy volume of calls and/or want to expand the hours of your customer care options, then investing in a cloud call center will allow you to achieve that goal.

For instance, cloud contact centers offer a modern customer service platform for enterprises, as well as feature personalized customer service tools. So rather than extend the hours of your already hard-working customer service team, implement a cloud call center to assist your customers 24/7 on a variety of channels, including voice, text, mobile web, live chat, and social messengers.

Discover What Your Customers Want and Give it to Them

Another great way to meld marketing and customer service is to work hard at finding out what your valued customers desire most — and then help make it a reality. For instance, your marketing department can send follow-up emails, asking your customers what they liked and didn’t like about the product and/or their experience with your company. Indeed, that simple step can go a long way in fostering customer loyalty.

You can also poll your customers to see what they value most. For instance, are low prices the most important factor in their decision-making process? Maybe it boils down to free shipping. Once you have a solid understanding of what your customers want, strive to offer it to them again and again without any excuses or issues.

And as your marketing department employees reach out to customers, they can also inquire if perks like a sneak peek at upcoming products or special sales or discounts would entice them to shop with you. Customers will likely appreciate the fact you care about them and their preferences, which can help convert them into lifelong fans of your company.

Marketing Plus Customer Service Equals Success

As you continue to grow your company, remember that no matter what product or service you market, you’re ultimately selling customer service. Thus, when you include customer care as part of your marketing plan, it will no doubt improve your bottom line.

97-slide PowerPoint presentation
This presentation is a comprehensive collection of Key Performance Indicators (KPI) related to Customer Service. A KPI is a quantifiable measure used to evaluate the success of an organization, employee, or process in meeting objectives for performance. KPIs are typically implemented at [read more]

Want to Achieve Excellence in Customer-Centric Design (CCD)?

Gain the knowledge and develop the expertise to become an expert in Customer-Centric Design (CCD). Our frameworks are based on the thought leadership of leading consulting firms, academics, and recognized subject matter experts. Click here for full details.

In the modern Digital Age, advances in technology and communication, combined with the explosive growth in data information, have given rise to a more empowered global customer. Recent economic and political events highlight the need for organizations to understand how consumers view the world and the most important attributes for their purchasing decisions.

Thus, increasingly more organizations are seeking to invest and focus on Customer-centric Design. A clear understanding of customer needs and behaviors across the organization will help drive profitable growth strategies and provide the confidence to invest in opportunities at a time when staying within budget can be extremely difficult.

Learn about our Customer-Centric Design (CCD) Best Practice Frameworks here.

Readers of This Article Are Interested in These Resources


102-slide PowerPoint presentation
Boost your CX strategy with our core CX skills PPT. Train employees to deliver excellent service to both external and internal customers, manage interactions effectively, and enhance overall satisfaction. Understand key elements of customer service and learn effective techniques and [read more]


 
78-slide PowerPoint presentation
 
 
60-slide PowerPoint presentation

About Shane Avron

Shane Avron is a freelance writer, specializing in business, general management, enterprise software, and digital technologies. In addition to Flevy, Shane's articles have appeared in Huffington Post, Forbes Magazine, among other business journals.


Complimentary Business Training Guides


Many companies develop robust strategies, but struggle with operationalizing their strategies into implementable steps. This presentation from flevy introduces 12 powerful business frameworks spanning both Strategy Development and Strategy Execution. [Learn more]

  This 48-page whitepaper, authored by consultancy Envisioning, provides the frameworks, tools, and insights needed to manage serious Change—under the backdrop of the business lifecycle. These lifecycle stages are each marked by distinct attributes, challenges, and behaviors. [Learn more]

We've developed a very comprehensive collection of Strategy & Transformation PowerPoint templates for you to use in your own business presentations, spanning topics from Growth Strategy to Brand Development to Innovation to Customer Experience to Strategic Management. [Learn more]

  We have compiled a collection of 10 Lean Six Sigma templates (Excel) and Operational Excellence guides (PowerPoint) by a multitude of LSS experts. These tools cover topics including 8 Disciplines (8D), 5 Why's, 7 Wastes, Value Stream Mapping (VSM), and DMAIC. [Learn more]
Recent Articles by Corporate Function

  

  

  

  

  

The Flevy Business Blog (https://flevy.com/blog) is a leading source of information on business strategies, business theories, and business stories. Most of our articles are authored by management consultants and industry executives with over 20 years of experience.

Flevy (https://flevy.com) is the marketplace for business best practices, such as management frameworks, presentation templates, and financial models. Our best practice documents are of the same caliber as those produced by top-tier consulting firms (like McKinsey, Bain, Accenture, BCG, and Deloitte) and used by Fortune 100 organizations. Learn more about Flevy here.
  


OUR CORE OFFERINGS
Flevy Marketplace: Top 100
· Strategy & Transformation
· Digital Transformation
· Operational Excellence
· Organization & Change
· Financial Models
· Consulting Frameworks
· PowerPoint Templates
FlevyPro (Subscription Service)
KPI Library
Streams (Functional Bundles)
Flevy Executive Learning (FEL)
PowerPoint Services

FREE Resources

About Flevy
Management Topics
Marcus (AI-Powered Consultant)
Partner Program
LinkedIn Influencer Marketing
FAQ / Terms / Privacy / Blog
Contact Us: support@flevy.com



CONNECT WITH US!
       
TOP 100 TRENDING TOPICS
Acquisition Strategy
Agile
Analytics
Artificial Intelligence
Balanced Scorecard
Best Practices
Big Data
Breakout Strategy
Business Continuity Planning
Business Plan Financial Model
Business Transformation
CMMI
COBIT
Change Management
Cloud
Communications Strategy
Company Financial Model
Competitive Advantage
Competitive Analysis
Consulting Frameworks
Continuous Improvement
Core Competencies
Corporate Culture
Cost Reduction Assessment
Customer Experience

BROWSE BY FUNCTION
Strategy, Transformation, & Innovation
Digital Transformation
Operational Excellence and LSS
Organization, Change, & HR
Management Consulting

Customer Journey
Customer Service
Cyber Security
Data Privacy
Decision Making
Digital Marketing Strategy
Digital Transformation
Digital Transformation Strategy
Due Diligence
ESG
Employee Engagement
Employee Training
Enterprise Architecture
Growth Strategy
HR Strategy
Hiring
Hoshin Kanri
ISO 27001
ITIL
Information Technology
Innovation Management
Integrated Financial Model
Kaizen
Kanban
Key Performance Indicators

ADDITIONAL RESOURCES
Business Strategy Frameworks
Case Studies
Consulting Training Guides
COVID-19 Trend Data
Digital Transformation
Financial Advising Services (FAS)

Knowledge Management
Leadership
Lean
Lean Manufacturing
Logistics
M&A (Mergers & Acquisitions)
Manufacturing
Market Research
Marketing Plan Development
Maturity Model
McKinsey PowerPoint
McKinsey Templates
Operational Excellence
Organizational Change
Organizational Design
Performance Management
Post-merger Integration
Pricing Strategy
Process Improvement
Process Maps
Procurement Strategy
Product Launch Strategy
Product Strategy
Project Management
Quality Management


Free Resources
KPI Library
Lean Management
Lean Six Sigma Training Guides
Marcus Insights
Operational Excellence

Real Estate
Remote Work
Restructuring
Risk Management
Robotic Process Automation
SWOT
SaaS
Sales
Scrum
Service Design
Six Sigma Project
Social Media Strategy
Strategic Planning
Strategic Thinking
Strategy Development
Supply Chain Analysis
Sustainability
Target Operating Model
Team Management
Total Productive Maintenance
Value Chain Analysis
Value Creation
Value Stream Mapping
Visual Workplace
Workplace Safety


Product Strategy
Small Business Owner
Startup Resources
Strategic Planning
Strategic Planning Process
Value Innovation Strategy


© 2012-2024 Copyright. Flevy LLC. All Rights Reserved.