Customer Service is Marketing
I’ve long-held the belief that marketing is an enterprise wide responsibility. At its core, effective marketing programs connect the customer experience across the organization from manufacturing and service best practices to customer preferences and the capabilities of your competitors. With the continued advances in technology, it’s become easier to collaborate within your organization to achieve stellar results. The downside to the advance of technology is that your customers can easily assess your capabilities, can see if your actions aligned with your messaging, and most importantly whether or not you live your corporate values.
All to frequently, organizations believe that the role of marketing is purely to promote the organization’s products or services. In fact, the discipline is much greater than promotion. The substance of marketing is centered around the customer, always! There has been performance programs built since the early ’90’s focused on how an organization can meet or exceed a customers needs.
I know it sounds like an episode from Rod Sterling’s “Twilight Zone”; but, imagine an organization that empowers its line workers to halt production of the entire line when the machinery falls out of alignment, threatening the quality of goods (reducing returns). The accounts receivable clerk responsible for understanding customer issues and sticking with the customer through the entire organization until the issue is resolved satisfactorily (reducing days outstanding and building stronger customer relationships). The customer service department that is charged with ensuring the customer isn’t just satisfied with the fix, but is committed to making the customer happy (leading to your ultimate marketing tool – word of mouth referrals). Sounds a little outlandish doesn’t it? Based on your customer service experiences would you believe it to be true? I can assure you from my experience that when you put your customer first, good things can and will happen.
As a marketer and an entrepreneur, I’ve been in large organizations with national and international reach, worked with “Mom and Pop’s”, owned my own businesses , and I’ve seen first hand the difference having, or not having, a solid customer service program can have on the bottom line performance of the organization. For solopreneur’s or micro-businesses, you may believe that this is beyond your capabilities. Please take the time to do your research and learn more, because you can do this. In fact, doing so might provide you with the competitive advantage you’ve been yearning for. I’d also recommend that if you haven’t read the work of Micheal Gerber, that you consider get a copy. It was and continues to be fundamental to my successes (read the E-Myth series if you’ve not*).
Lately, it’s the work of talented friends and closely followed virtual mentors that has brought the issue of integrating marketing efforts with those in sales and other customer facing departments to the forefront for me. This weekend, Terry O’Reilly (@terryoinfluence), released his latest installment of “Under the Influence” on CBC Radio One, and the focus was on customer service. The episode has real life examples of organizations that have gone above and beyond to make their customer not only satisfied, but happy. As O’Reilly states “A happy customer, is a loyal customer”. Could you imagine, taking a return on an item that you stock, but didn’t sell, or ordering a pizza for your customer at 2am, when you’re an online fashion store? Well, these organizations not only did it, they encouraged it. I’d recommend that you give the episode a listen, in fact, when you have time, give them all a listen (I believe you’ll enjoy them).
To illustrate how effective customer service is so fundamental to your business success, here are a couple of sample tweets pulled from my feed this morning.
12 Customer Experience Essentials bit.ly/YJlksE #cx #cxo
— Amy Bishop (@AmyL_Bishop) March 18, 2013
Majority of consumers use 3 or more communication channels when engaging in customer service. ow.ly/j7uA0 via @b2community
— Shep Hyken (@Hyken) March 18, 2013
#CX is marketing! The best co’s get it, how they express it is a lesson for all of us via @terryoinfluenceow.ly/j9pHJ
— Gordon Diver (@gdiver62) March 18, 2013
The thing about customer service…terryoreilly.ca
— Terry O’Reilly (@terryoinfluence) March 15, 2013
Some quick examples of tweets from today alone. If you’re not doing it already, it’s time to take your marketing/customer service to the next level and learn to deliver an exceptional customer experience. We know that it takes up to seven or more contacts to get a new customer to consider buying from us and only a few to get an existing customer to buy again. As O’Reilly so aptly reminds us “Customer Service doesn’t cost money, it makes money”.
How are you treating your customers?
* no affiliate link
- The 5 Golden Rules to Motivate Customer Service Teams (business2community.com)
- Big Candy Bar Equates to Big Customer Experience (customerthink.com)
- Social media improving the future of customer services (sys-con.com)
Gordon Diver is father to Spence, partner to Joan, engaged in community and a marketer interested in social business and in delivering exceptional service.
An excellent post Gordon! Customer experience is a topic that is near and dear to my heart. Everything you have said here rings true. I would even take it a step further and say that even your search engine optimization strategy should be customer centric.
Search results are one of the first impressions you give a customer and in many cases is the first part of the customer experience.
Agreed – SEO should be for your human readers 🙂
Meant to post that comment ^^^^ under by business handle 🙂 Sometimes I think I have too many identities 😀
I have the same issue 🙂 Thanks for the comments and continued support.
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