Our clients partner with GCS to deliver professional and successful customer engagements.
And in today’s marketplace,making a company’s product or service stand out is a real challenge. Companies need both basic and creative ways to overcome resistance and stay on the road to success. In our latest “9 Tips…” series, GCS provides its website visitors with some ideas that are working for our clients and other companies, to help differentiate them from the competition. Many of them apply to customer service and outreach campaigns.
Customers are your lifeline and you have to find fresh ways to reach out to them to promote your product/service. Solid list management is vital to keeping channels of communication open. Make sure you have good phone numbers (mobile, too), email addresses and a process for gathering contact permissions. Now you have options and efficiencies for reaching the consumer.
Got a new idea – try it. Some of our clients are very good at tweaking and experimenting, Then we take the things that work and roll them out across the campaign. Of course, every company is different and an approach working for one business might not work for another.
There are some key things to cover before taking a stab at a new interaction:
- Who is your audience?
- What are their wants and needs?
- How can you stand out from your competitors?
Knowing the customers’ habits or the persona of your target is important before you start.
Here are a few new approaches you can take to build successful lasting relationships with your customers:
Different audiences have different needs and interests. A customer who rents an apartment is not going to be interested in the newest mortgage product. Know the audience you are trying to reach and really invest your attention in their specific needs. You have to be able to connect with the customer. To think through it, try downloading the BEHAVE framework, created by the Academy for Educational Development. With this, you can start to develop a more centralized marketing strategy, aimed specifically for your target demographics. Unless you have a tremendous advertising budget or your product or service is broad market, try to narrow down your target market to those consumers likely to find your offer attractive. We use avanced data analytics to assist with some of our clients’ campaigns.
May I Have Your Number? How aggravating is it when you go to a website, can’t find what you’re looking for, and then there is no customer service number listed? Sometimes it’s just easier to talk to someone and have them help you change an online order or update information. According to Focus.com, even online retailers need to have customer service support. Why? It assures the customers they are there when the customer needs them. “Such forthrightness shows the company has nothing to hide and is eager to assist in any way necessary,” states Focus. Make all of your contact information readily available. Plus, with changing technology preferences, it may be the only choice they have is to call. Their smartphone might not let them enable your online chat feature making a phone call necessary to complete the transaction.
Teach me Why. Are your customers purchasing security products? Maybe that 25 year-old just got a new line of credit. Either way, you have an opportunity to reach out to them in a unique way. Offer them courses or a webinar on internet security, financial management and anything else correlating with your business. Let the representative speaking to them ask if they would like to sign up. This helps build trust and gain a positive reputation in the marketplace. Your customers will keep coming back because they will have a genuine interest in your product, says Mike Gates of plastics.com. Just don’t give everything away for free.
No matter the approach you chose, GCS is here to help you connect with your customers in the best way possible.
To read more great ideas, visit our website and download our tip sheet on “9 Ways to Reach Out to Your Customers.”