When was the last time you experienced a phenomenal customer service? Why was it memorable? In today’s market where customers are empowered like never before, digital word of mouth can spread like Greek fire about your brand on the Social Web. The question now isn’t really about how innovative your business model is when it comes to new product or service offering, but how customers perceive your brand as a whole. First impressions may not last, but perceptions do. What impression are you giving to your customers in this social media age?
Marketing and Customer Service: A Huge Divide
Know that customers are social-savvy these days and they talk about brands on social media platforms, where you have no control about what’s being said about your business. The age of industrial era marketing is over and companies need to realize that traditional marketing doesn’t simply work like it used to these days. Customers expect you to listen and take action on their feedback about your products and services. Simply put, don’t expect your customers to call or write you if they need help; you have to engage them in places like Facebook, Twitter, and many more.
With a demand for world class customer service that consistently meet or exceed expectations, customer service and marketing departments must learn to work with each other in order to address what’s expected of them. In the near future, the gap between these two will vanish as the social media landscape is changing ways on how people interact with your brand.
Your Product is NOT the King; Your Customers ARE!
The value of your business is taking a major shift from your products and services – to your customers. As Steve Jobs said, “Sell Dreams, Not Products” and by delivering a value proposition that sells the dream of simplicity, functionality and beauty, the Apple brand has become the top of its kind.
Learn This: High customer engagement is the key to your sales funnel and it brings us all back to how your customers and potential ones perceive your brand. Just how satisfied are your customers with the level of service they get from your business?
If you want to survive and grow in this age of social media where social customers have the power to make or break your brand, you will need more than just a customer service strategy to start with. You have to involve your customers at every stage of creating your products or services… until its delivery. Are you ready to revamp your business model to cope with this change?