All of the different marketing channels you have at your disposal are working toward the same goals, though in different ways. Each
one helps to spread the word about your brand-- or about a specific
product or service you provide. Each channel also helps create new ways to
interact with your customers in a meaningful way. Most
importantly, they all give you the opportunity to establish yourself as a
trusted source of information in your industry and build a reputation as a place
people can turn to in their time of need.
Though that description certainly applies to marketing channels like social media, direct mail, print, TV and radio commercials, etc., it also describes one very important element of your business that people tend not to think of as marketing-- customer service.
Though that description certainly applies to marketing channels like social media, direct mail, print, TV and radio commercials, etc., it also describes one very important element of your business that people tend not to think of as marketing-- customer service.
The Role
of Customer Service in MarketingWhen you set out to create a new marketing campaign, one of the first steps involves taking a long, hard look at what your customers need. This is most obvious in television campaigns, where you have just 30 seconds to outline a problem and show how your product or service solves that problem.
Think about the function of customer service in your business-- it's doing the exact same thing. You're helping people have meaningful, satisfying experiences with your brand, while showing them that the products you're selling are backed by trustworthy individuals with a strong sense of integrity.
In many ways, your behavior is the marketing tool in this scenario. If you can turn a bad experience with your product into a good one through sheer customer service, you're building the same type of relationship with your customer that a successful ad or direct mail campaign might. The benefit you get is the ability to control the conversation as it's being played out.
In that respect, your customer service department is almost like a fully interactive television ad. If customers have a positive experience, they'll tell people about it. If they have a negative experience, be sure they'll tell people about that, too.
Customer Service
Considerations
The point of this relationship isn't that you should start treating your customer service department as just another in a long line of marketing opportunities that can be exploited. In fact, the opposite is true. Doing so will almost certainly come off to the customer as artificial and can do far more harm to your reputation than good. Overloading your potential and existing customers with overt marketing messages can also make your brand come off as "pushy" when people are just looking for answers to important questions.
Honesty and integrity are the name of the game, especially in terms of customer service. By using your customer service capabilities to resolve issues and create meaningful interactions with customers, you're accomplishing many of the same goals you aim for with your other marketing channels. When people have a positive experience with your CSRs, they're far more likely to tell their friends and family. You're also creating loyal followers that will generate repeat sales.
The point of this relationship isn't that you should start treating your customer service department as just another in a long line of marketing opportunities that can be exploited. In fact, the opposite is true. Doing so will almost certainly come off to the customer as artificial and can do far more harm to your reputation than good. Overloading your potential and existing customers with overt marketing messages can also make your brand come off as "pushy" when people are just looking for answers to important questions.
Honesty and integrity are the name of the game, especially in terms of customer service. By using your customer service capabilities to resolve issues and create meaningful interactions with customers, you're accomplishing many of the same goals you aim for with your other marketing channels. When people have a positive experience with your CSRs, they're far more likely to tell their friends and family. You're also creating loyal followers that will generate repeat sales.
Peter "The Printer" Lineal
Founder/CEO
Plum Grove
2160 Stonington Avenue
Hoffman Estates, Illinois 60169
Ph: 847.882.4020 Ext: 133
www.PlumGrovePrinters.com
PeterL@PlumGrovePrinters.com
Printing, Marketing & Promotional Products with Powerful Execution.
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