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  • Customer Service – The Biggest Overlooked Factor in Marketing

  • Cliona Malone

    15- 10 -2018

Customer service is more important to your marketing strategy today than many business owners realize. Because of brand exposure via social media, marketing needs to be concerned with the entire customer experience. Companies that provide excellent customer service strengthen their marketing by simplifying the task of tracking and managing the perception of your brand. If your customer service is brilliant, marketing becomes the process of staying visible to your customers and prospects.

When your customer service is lacking, marketing then has an added burden of reputation management – tracking and responding to negative reviews.

Customer Service is Critical to Reputation Management and Effective Marketing

Thanks to Facebook reviews, Trust Pilot, Trip Advisor and many more social websites it has become too easy to submit reviews for the world to see, but when you have a disgruntled customer, negative reviews are a given. In a world where consumers trust online reviews more than company marketing messages, people will scour the Internet to get help when trying to decide which product to buy or service to hire.

Customer Service levels is not something to be overlooked but how do you manage it?

We believe customer service should be a strong part of your marketing plan. Create a total customer experience that includes providing excellent customer service, from answering emails quickly, returning phone calls and resolving complaints quickly and professionally. Do you know how your current clients view their experience with your business? Do you go out of your way to provide something of value that strengthens your relationship with your clients and sets you apart from your competition? Addressing these questions can help you define the customer service experience within your business and be the starting point to fixing any problems you find.

For help on reviewing your companies customer service levels and putting a plan and review in place please get in touch for a chat using our enquiry form here.


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