Today the old adage ?the customer?s always right? is more true now than ever before. In some businesses the customer acts as the marketing director. Okay, so that might be a bit dramatic, but the customer does carry more weight and can determine whether a business makes it or not. It?s up to the business to make sure that the customer has an exceptional customer experience or else it could spell disaster for the business. How do they do it? They have an incredible combination of a great outsourced customer service team and a strong social CRM strategy.
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Customers are making it to the top of the marketing departments because of two main reasons. For starters the economy, consumers are making smarter purchases and they carry a bit of skepticism when dealing with businesses. Social media and technology are the third ingredient that propels the customer to the top. Social media is where the customers voice is heard loud and clear, they can share opinions with more people and faster. It doesn?t take long for a customer to tweet or post their opinion on Facebook. Social media is today?s word of mouth marketing and by far the most powerful tool that could benefit or hurt a business.
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The pressure is on outsourced customer service teams to go beyond to ensure that the customer is getting an experience that meets their expectations. They need to make sure that they build a relationship with their customer and treat each customer as an individual. While talking to the customer service team they could be writing a review online.
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Moving forward social CRM should become a part of any marketing plan. Social CRM tools allow for a business to expose the customer to the experience prior to even contacting them. Social media allows businesses to jump in conversations and infuse them with positive messaging. They can influence the customer?s perception. A good social CRM can also deter any negative comments. Businesses can actually turn any negative posts or comments into a positive situation by offering a solution to any negative comments online.
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Today, the customer?s voice is loud and they aren?t holding back from using it. With their loud voices customers are considered key marketing tools. It?s up to the business to manage it by creating an exceptional customer experience. Building a solid social CRM strategy will exploit a positive message and will influence conversations with future customers. Then after the purchase keeping a consistent positive message throughout the outsourced customer service department. With a customer?s voice as loud as it is it can be more successful if they market they market their positive experience for a business.
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