Customer Care: the most Powerful Marketing Engine

By Maria Valentina Sansur 

Marketers’ primary focus is catching the attention of a specific audience. However, the most difficult part is actually retaining their interest, which is where customer satisfaction comes in. Having the customer’s approval is the smear of your bagel. Customers are the forefront of any marketing strategy. If we do not exceed customers’ expectations, they simply would not repeat the business, or at least not with you. Satisfactory services give incentive to recurring business that establishes a strong customer loyalty.

Nowadays, social networks can have a significant influence on the customer care. Consumers have the control of sharing their opinions and critics on their social media. Therefore, companies have to make sure they are giving a great impression on all aspects of their business. Aspects like effectiveness of the service and great client treatment are imperative to keeping a good reputation. Also, social media has changed the way we interact with customers. For instance, companies can now efficiently answer your concerns within a couple hours. A good example is Amazon, whose customer service consists on immediate responses and effective problem resolutions.

Once you create a connection with your client, is extremely unlikely for your competitors to take them away from you. You will become their only option. If customers believe in you, you will have the power to create their needs. A satisfied client will recommend and insist on your services to their closest friends. On the other hand, an unhappy customer is most likely to recall his experience to a greater amount of people. Therefore, companies need to keep their customers happy. By doing this, you are not forcing your audience to remember you, you are making them not to forget you. Remember: Social media along with customer care are vital for a lucrative relationship between seller and customer.

“Customer service should not be a department, it should be the entire company” -Tony Hsieh, CEO of Zappos

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