Customer service has always remained an integral part of marketing. After all, customer service can lead to word-of-mouth advertising and brand loyalty. Studies show that it can cost 10x as much time and money to acquire a new customer than it does to keep an existing customer happy. If you treat customers well, they will be likely to return and bring friends to your business.
Word-of-mouth marketing is the best kind of marketing. As a result, your customer service team is a fundamental part of your company’s marketing process. Your customer service team is the part of your business which directly communicates with your customers and therefore it is essential that they market your brand effectively.
Here are five ways to successfully increase sales by marketing your brand through effective customer service:
1 – Be aware of your services and understand the needs of your customers. When customers form an emotional connection with your brand, they will be more likely to repeat business and recommend a friend.
2 – Treat your customers as if they were reporters. One bad review and your business could loose future custom and profits.
3 – Think long term reputation rather than short term profit. Your business should define a refunds and warranty policy. Trying to increase profit on a sale by sale basis is a terrible business tactic which often leads to frustrated customers and loss of repeat business.
4 – Identify your top customers and make them feel special. Loyal customers can result in a huge chunk of profits. Give these loyal customers special attention as these are the customers which will shout about your brand to others.
5 – Make your brand available. Answer calls around the clock, 365 days a year – yes that’s right, even on Christmas day and your children’s birthday. It is advised to dedicate support reps or outsource to a telephone answering service such as alldayPA.