Think marketing and customer service are two completely separate departments? Think again. The two departments are intertwined: marketing will draw the customers in, and the customer service will extend the marketing efforts.
Customer service is the reason customers will come back, and it is the underlying value that will drive your business. But how do you achieve a quality customer service that will drive customer retention? By keeping your message customer centric.
Below are a couple of tips to becoming a customer-centric company:
- Focus on the customers: You can’t be customer-centric without placing your customers at the center of your focus. Understand your customers, and their specific needs and wants. Everyone likes to buy, but no one likes to be sold to. If you are marketing what they need or want, you won’t have to push the sale.
- Sell the experience, not the method behind the experience: Customers are thinking one thing when it comes to buying a product or service, “What’s in it for me?” Any other information you supply can jeopardize your sale and customer service experience. Don’t bog down customers with the method behind the brand, product or service. Instead focus on the benefits they will enjoy. Share details about the product or service’s benefits, and less about the details behind those benefits.