If you knew that one core aspect of your business strategy could help you not only outlast a rough economy, but also emerge a step ahead of your competitors, would you take action in that area? Every time a customer has an encounter with your brand, your customer service strategy, or lack of one, has the power to impact your bottom line. Make sure these encounters are positive and you’ll give your company the best chance of survival during challenging times.
Polishing Your Customer Service Strategy: A Two-Fold Approach
For most companies and business models, excellent customer relationship management takes place on two distinct fronts: The first involves making sure that customers take away positive memories when they interact with your staff members, your product, or your service. The second involves gathering data and useful information from every customer encounter, from a purchase, to a website visit, to an angry return.
The first approach starts with successful employee hiring and training. The second begins with a sophisticated CRM platform and an advanced system for collecting, analyzing and sharing complex customer data. In both cases, execution matters as much as preparation: Once employees are carefully screened and trained, they need to use that training when it counts. And once customer data is collected, the data has to be applied to product development and marketing efforts or it won’t have much value.
Customer Service: Where to Begin
Your data driven approach to customer service should begin with the services of a digital marketing firm. An outside marketing company can help you make the most of the data collection resources you already have, and can also help you expand and control your online influence. These efforts can help you better identify and meet the needs of your target audience.
Once you know exactly who your customers are, what they’re looking for, and what they aren’t getting from other providers, you can steer the direction of your business model in a way that maximizes every available opportunity. Doing this yourself requires considerable time and attention. But when you outsource this effort, you can better please your customers while still staying on top of the core tasks that hold your business together.
If your staffing strategy can also use an upgrade, contact the HR and customer service training pros at Expert Staffing. We can help you find, train, and retain the talented customer service staff you need. Meanwhile, we can help you bring out the best customer service skills in all of your employees, even those who work behind the scenes.