Tips to Boost Quality of Service in Marketing
Marketing has a wide scope of coverage such as advertising, pricing, sales of products and services, newsletters, special offer and product promotions, campaigns, target markets, product competitors and many more. With too many things to think about, there is a great chance to forget the importance of delivering quality service to customers. If the quality of service suffers, all the rest are affected. Therefore, marketers should prioritize the importance of providing quality service to all its customers. Here are some useful tips on how to enhance quality of service in marketing:
List down your customers’ touch points. It is the point when your customers have contact with your products or brands. It can occur from an ordinary sales receipt to a controversial blog post. Once you have listed all touch points of your customers, determine what actions to take at each point. Then check to make sure that each touch point can best serve and satisfy your customers.
Front-line Staff Empowerment
Provide regular training to your front line staff to be certain that they communicate to customers effectively. Keep them in the loop by making sure that they are the first employees to know of latest updates about product releases and corporate news. Having a well trained front line staff and highly confident phone representatives can add up to a powerful customer service. Customer service staff must have an updated knowledge of the business as they are the first persons that customers can come into contact with when they inquire about a particular product.
Customer Service Surveys
Organize and perform a survey to find out what customers really want. You can utilize outside vendors, your marketing research division, online feedback forms or send surveys or polls via email newsletters. Having the correct knowledge of what your prospective customers really want can give you a good preparation on what exactly to give them.
Customers have the tendency to be judgmental based on what other people and other customers are saying on forums, review sites, twitter, blogs, social media tools and many more. They will believe those opinions written on the forums and blogs more than believing in you. Don’t resist it. Just be honest and be open. Try also to make your own presence on other social media websites and share what you have to share. Just keep the conversations going and eventually your service will pick up.