Customer Service Marketing
I had a great conversation today with an old high school friend about customer service. Both of us have had similar experiences and observations on the decline in customer service.
Customer Service: A Key Element of Marketing
Think about the variety of ways customers come in contact with your organization:
- your web site
- your telephone switch board
- sales representative(s)
- your order desk/customer service department
- your check-out teller or online store
- installation department/technician/implementation
- service department/technician
There are so many different points of customer service interaction…several I probably missed. Training your employees and building your information centres (like your web site) with a customer-centric focus is critical to your organization’s success.
The Power of Word-Of-Mouth Marketing
The marketing side of customer service comes from the experience your customer has as they interact with your organization and your product/service. If the experience is positive, the result is some of the most powerful word-of-mouth marketing and referral that you can get…the monetary value of happy customers telling their network about you is priceless!
I would encourage you to reflect on how your organization connects with your customers and review their experiences in a serious way. Most organizations can find points to improve on. Assess, refine, and create excellence in your customer service. It builds customer loyalty and an army of happy referrers!
What have your experiences been with good or bad customer service?
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