Technology has offered us a myriad of communication vehicles for reaching our target audiences. Technology is a tool to support customer service not to replace it. Always give your customers the option to talk with a human being. I know that having trained customer service specialists can add costs to the bottom line, but think how much business you lose, by not having someone available to visit with your customers when they need help, have questions or have a complaint that needs to be resolved.
In order to exceed your customer’s expectations you must use your technology and marketing savvy to customize your relationship with each customer. Make sure your CRM (customer relationship manager) programs are integrated with your customer contact programs and you are working with your customers to understand how and when they want to be contacted. The more you know about your individual customers and can customize your marketing and sales program to meet their needs, the stronger your customer relationships.
Social media is continuing to revolutionize they way we conduct business. Anyone can quickly research your company to discover your company’s customer satisfaction history. Your company’s reputation is one of your organization’s most valuable assets, so make sure you are doing everything possible to maintain excellent customer relations and continually build a strong reputation for your company.
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