Welcome to the BG Digital Group Marketing Blog! I’m Rachel, your account manager, here to teach you about inbound marketing, and how delightful customer service can make all the difference. Here’s a little something about me.
Inbound marketing, our strategy of choice, is centered on using quality, targeted content to locate your key audience and turn leads into customers. This highly personalized buyer’s journey creates lasting relationships between you and your customers. One step in the inbound marketing journey that brands often forget is the last – delighting your current customers to turn them into your best promoters.
You may ask, “Why is delighting customers so important?” Customer service can make or break your business. Your marketing and sales professionals work hard to draw clients in, but it all means nothing if clients aren’t continually delighted by your brand.
Here are 5 ways to practice delightful customer service:
Solve their problems
This seems like a no brainer, right? Well, sometimes you have to go above and beyond to make sure that you are getting to the root of what is going on and why they are asking for help and after that, come up with the best solution for that problem. This will help build a relationship with the customer.
We all know that “service with a smile” and being nice is a must for any business, but it really does go a long way with your customers. They will remember the entire experience from the second they enter the store or call your office and being polite will give them a lasting impression and make them want to come back. Consider everything from thorough tone analysis of your emails to frequent follow up calls.
As an employee, you should always be familiar with the products or services that you are selling. No customer wants to deal with someone who doesn’t know what they are talking about. If you don’t know the answer to a question, don’t pass them off to someone else or tell them that you just don’t know. Let them know that you will find an answer and follow up right away.
Your customer wants to feel special. To start, ask them their name and how you can help them. Make the customer feel welcome and that you are there to help them.
Follow up with an email asking how their experience was. Especially if you have a teleconference or web chat with a client, take thorough notes and share them via email in case they missed anything. This will show the customer that you still care and will keep them coming back.
Sounds simple enough right? It’s easy to forget the basics of customer service when you’re caught up in meeting annual goals and bringing in larger clients. Cover all the bases of your inbound marketing campaign strategy with this FREE download!