Customer Service + Marketing = Improved Customer Experience

For example, in the early 21st century, a Boeing 747 airliner, selling for more than $300 million, could take up to four years to manufacture and deliver once the order was placed. Often a major airline company will order several aircraft at one time, making the purchase price as high as several billion dollars. Customer experience has an impact on the customer’s perception of the company and the overall impression of the brand. The role of customer service in marketing is to uphold the high opinion customers may have by providing stellar service. In the current scenario, companies cannot hope to compete and be successful based only on their offerings. Shoddy service would have customers scurrying in the opposite direction and straight to the company’s competitors.

• During that process, customers become quasi-employees; that is they are partial producers and they have the opportunity to see the organization from the employee’s perspective.
• For that reason, you need to have a proper process and decision-making patterns in place so that your customer service team always feels prompt and efficient in handling customer interactions.
• The content efforts would be more streamlined and they’ll be able to help product teams to work on better strategies to launch the next product.
• A positive experience with customer service creates loyal, happy customers that spread the word about your service, driving referrals.

The worst thing you can do to a customer is ignore them if they try to contact you. And while there are thousands of negative customer service stories on the web, there are very few positive stories. Finally, disjointed teams with several segments that are unable to synchronize and follow ideal prospects and customers fail to negotiate the final terms as the clients pull out in the meantime. Furthermore, companies that don’t communicate risk, make the client irritated and aggravate with the service as they must reach out to them time and time again. Customer service becomes a sub-part of the whole communication where the service gets seamless as customers are not clueless about the product anymore.

Understand your customers better

You’ll be well on your way to creating better customer experiences if you adopt a marketing attitude in your customer service and a customer service mindset in your marketing. Your customer care team is in charge of this type of marketing, and it represents a far more reliable source to a prospect than what your firm says about its own products and services. Another disadvantage of segregated teams is that either one can get stagnant if the other doesn’t move forward and make effective results. So to be responsible and be recognized for your efforts when you land a good lead is a part of both customer service and marketing. Considering that customers are the very reason that companies exist, it is strange that their value is so under-utilized. It would be helpful if companies were to make customer service central to all functions/departments (including marketing).

Statistically, you are much more likely to be involved in a vehicular accident than an aircraft disaster. While the likelihood of personal harm arising from air travel is indeed very low, the consequences of an airline disaster however are very serious indeed (high consequence). Whereas, car travelers who have been involved in a traffic accident often walk away with minor injuries, the same cannot be said for airline travelers.

B2C Service marketing examples

Furthermore, with email marketing, businesses can automate customer interactions to provide a consistent and efficient experience. This can further reduce the cost of customer service, while ensuring that customers receive the support they need in a timely manner. Another significant advantage of using email marketing for customer service is its cost-effectiveness and accessibility. Compared to traditional customer service channels like phone support, email is often a much more affordable option for businesses of all sizes. Overall, using email marketing for customer service can be a powerful way to enhance the customer experience, increase loyalty, and ultimately drive business growth.

Also, be sure to communicate hold times if you put them on hold while you pull up their account or talk to your manager. Live chat, email, or even telephone communication can seem impersonal because you can’t read the other person’s facial expressions and body language. Consumers want to feel connected so look for common ground to make a quick connection.

What is Service Marketing?

Superior customer experiences start with cohesive tech stacks that support a 360-degree view of the customer. Integrated tools centralize customer data, allowing agents to access the context they need to personalize interactions and resolve customer inquiries more efficiently. According to the 2023 State of Social Media Report, 88% of business leaders agree social media data and insights are critical to delivering exceptional customer care. On top of that, 96% expect social data to be integrated into their company’s CRM capabilities within the next three years. To stay competitive in your service offerings, it’s crucial to keep a close eye on the factors that shape them.

Nextiva’s customer service platform brings it all together in one view. As we discussed earlier in the article, products with great customer engagement and satisfaction often have customer support and marketing teams creating cross-functional impact. Similarly, the marketing department can contribute to tasks like adding content to a knowledge base, using customer feedback and support data for case studies, etc. Adopting this approach allows your team to have a much wider perspective, making it easier to attract and retain customers. Organizations that are successful at providing quality service have worked hard to create integrated teams.

Social marketing

Undoubtedly, the business benefits of focusing on providing great customer service experience are many. Be it on the phone or in person, in-store, over social media or at a service center, each interaction a customer has with a company contributes to or takes away from their experience with it. Viral social media content can help you reach new customers and market your brand as helpful and positive.

You can use this knowledge to integrate similar personalization techniques into other aspects of your strategy. By looping support into the process, marketing can leverage their knowledge of real customers to speak to the real-life situations prospects actually care about. Make no mistake—misalignment between customer service and marketing is decidedly unprofitable.

A customer will only recognize and value your organization when you cater to their demands providing the highest quality levels, which keeps on improving with time. This type of customer care and marketing is too much company to overlook. The 7 C’s are vital for developing a marketing strategy because they emphasize the client, communication, consistency, and credibility, which are four concrete pillars around which the foundation is built. This increases customer knowledge of discounts, new product lines, planned updates for existing ones, as well as launch events and freebies that draw customers to the brand. We are a team of marketers and salespeople with solutions that generate demand. Feel free to contact us and see how we can help you solve problems and prosper.

Team leaders should have access to a dashboard that consolidates all this information into one single view. With Databox, you can create live custom dashboards that can be easily shared across departments. By combining all of your shared metrics into a single view, marketing and customer service teams will be able to easily spot trends, draw correlations, monitor goals, and make adjustments in real-time.

Seek employee feedback for customer service improvement

When customer service teams have a 360-degree view of a customer’s needs are better at finding opportunities to improve customer experience. When leads have realistic goals for how your company’s products and services will help them, that’s a sign of a good marketing team. Your employees are the face of your company and they play a vital role in providing great customer service. Make sure you train them properly on how to handle customer inquiries and complaints. They should be knowledgeable about your products and services and be able to provide helpful information to customers. Incentives are a great way to encourage customers to take advantage of your excellent customer service.

Consumers today have more options to choose from with several brands or companies offering similar products or services. This market expansion has changed the way how customers make buying decisions, with customer service as important an aspect as product quality and price. For example, why does a business traveller prefer one hotel over another, given that both have great rooms and similar pricing?

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