Question

. Does good customer service have a direct impact on the profitability of a business? Why or why not? How can a business combine customer service with their internet marketing strategy?

Answer 1

Customer care is a crucial element of business success. Every contact your customers have with your business is an opportunity for you to improve your reputation with them and increase the likelihood of further sales.

From your telephone manner to the efficiency of your order-fulfilment systems, almost every aspect of your business affects the way your customers view your business. But there are also specific programs you can put in place to increase your levels of customer care.

This guide outlines what customer care involves. It explains how you can use customer contact, feedback and loyalty schemes to retain existing customers, increase your sales to them and even win new customers. It also covers how to prepare for receiving a customer complaint.

Acquire, the first paper in this Acquire, Serve, Grow, and Retain series, examines factors driving customer acquisition and outlines a systematic process to attract and build a profitable customer base. With that information an organization can develop a targeted customer acquisition and retention strategy and up-selling programs as well as leverage the desired communications channels in order to improve lifetime value.

Serve, our second paper, discusses approaches to identify how well you meet customer needs with service that meets or exceeds customer expectations and whether the targeted customers you have secured will remain satisfied and loyal or will leave due to dissatisfaction with what you are providing.

Grow is the third paper in the series. It discusses tools and techniques that can be used to create a practical process that focuses on improving the financial results from all customer groups.

Retain, the final paper in the series, discusses how to retain the profitable customers your organization has created by following the steps outlined in the three preceding papers. We suggest that the best way to accomplish that is through a dual perspective—aligning the perceptions of employees with the requirements of customers.

The fight for loyalty, share of wallet, and customer retention has reached a fever pitch. According to the Wall Street Journal, it is not enough for a company to merely know the number of customers it has. Investors on Wall Street now want to know the value those customers represent and what the organization is doing to retain them, especially most profitable customers.

ustomer service strategy against these four important elements and see where you can improve.

1. Personalization

Outstanding service always starts with a human touch. Computers don’t do the job like real people, no matter how hard your help desk may try. Personalized interactions can greatly improve customer service and make the customer feel as if the company cares about them and their problem. Alternatively, customers pointed to automated self-service as one of the main elements of bad customer service in the Genesys survey. Personal service on the Web begins with email because it’s used more than any other tool. Instead of thinking of service as a cost, consider it an opportunity to earn your customer’s business all over again. If you make their day, they’ll gladly tell their friends how great you are.

2. Competency

Consumers identified competency as the element that played the biggest role in a good customer experience. To be competent, a customer service representative must have a strong knowledge of the company and its products, as well as the power to fix the customer’s problems. The more knowledge they have, the more competent they become. That’s why Help Scout includes customer profile information, previous conversations and more on a single page: to better equip your team with the information they need to WOW the customer.

3. Convenience

Customers want to be able to get in touch with a customer service representative through whatever channel is the most convenient for them. At the very least, this means that your team should work to integrate the most commonly used channels of communication – phone, email, and whatever social media sites your customers may be on – in your customer service strategy. It should be easy for customers to figure out how to contact you, and your system for handling each channel should be organized and straightforward.

4. Proactivity

Customers want companies to be proactive in reaching out to them. If one of the products they wanted is backordered, or your website is going to experience downtime, reach out to your customers and explain the problem instead of making them wonder. They may not be happy about the situation, but they will be thankful that you kept them in the loop. Being proactive also reinforces the idea that your company is responsible and trustworthy.

A business combines customer service with the internet marketing strategy mostly by the customer feedbacks and mapping the segments. In the internet marketing platform, from company side products base advertisements published and customers all around the globe get to know about the specific product categories. Through such processes, the customers get to share their feedback and concerns with the company. It helps to implement any weaken areas of the business process and resulting to make effective changes in such areas.

Also, companies get to know the customer demands and for the upcoming process, the changes are enforced that results to develop new internet marketing strategies. Using the internet marketing strategies, the customer can easily come up with their complaints and within no time companies are getting opportunities to serve the customers effectively. Lastly; with internet marketing strategies customer segments are being correctly identified and on that basis strategy of further change of internet marketing is decided. It eases different segments to make use of the products and simultaneously provide the customer service as per the arising situation. In such a process, a combination of customer service and internet marketing strategies occurs that results to influence business growth.

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