I have come full circle on this topic. Client service will be coming back in a huge way. I am not alone in this thinking. Some great people out there like Peter Shankman are promoting this in a huge way. Want more, sign-up to receive his book, Zombie loyalists – USING GREAT SERVICE TO CREATE RABID FANS at the end of this month.
There is a huge unrest out there with companies scrambling to decide where to invest their resources with respect to marketing and client service. My advice, start with client service and then build your marketing platform from there.
Companies need go-to-people in their organization who are aware of clients’ needs. In addition, continual work needs to occur to capture client suggestions and complaints. Capturing clients complaints helps reinforce the need to not make the same mistake again. Listening to client suggestions helps build a better understanding of client needs and helps direct future project work to help address those particular needs.
Ongoing Communication – Building Relationships
It is now more critical than ever to keep in touch with clients. All emails from clients should be followed up with a response. It’s always a good idea to contact clients and make them aware of new products or services being offered. One-on-one is the key. Try and learn something new about a client you work with. Check out news and information online. Take time and see if you can learn something from their profile on social media sites. This information will help you formulate your online discussions.
Marketing – Building Relationships
Continue to look for ways to keep your clients informed. Provide your clients with information from your company blog. Make sure your clients are aware of your company and professional profile on social media sites. More and more people are looking at the information I share and are recognizing where I am finding success and what is important to me. Make it easy for people to get to know you better. By the way, this information may be revealed to you over the phone or via email. Note for 2015 – People are really leery about leaving comments about you and your online content marketing articles on sites like Facebook, Linkedin and Twitter. Most of your best resources will tell you in person. Once they do that, you know they are watching you more and want to connect with you.
Relationships are the key to success in 2015 – Make sure you recognize the signs:
- Conversations through your client service staff
- More frequent interaction or less if the relationship is worsening.
- Make sure your clients are aware that you are listening to their concerns
- Marketing – Establish great content and look for ways to connect more with your readers. (Talk differently than everyone else)
It is an exciting time to be in marketing and client service! Without relationships, you do not have a sustainable business
Make sure you are continuing to learn, grow and share each day!
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