3. Make Sure Your Team is Ready
After laying out all of the plans, make sure your team is fully educated on the marketing campaign and knows how to deal with customer service issues. Pricing, product and service features, shipping lead time, refund process and guarantees are just a few items to cover during your marketing campaign education. Persons assigned to speak with campaign respondents create a customer experience through their ability to confidently answer questions and process new sales.
If your marketing campaign requires respondents to receive service in their homes, as in my wife’s scenario, are you adequately staffed to do so in a timely manner? Your ability to quickly provide the desired products is crucial to the success of the marketing campaign. Also consider:
- When utilizing the Internet for marketing purposes, how easy is it for respondents to get the same information provided via an inbound phone call?
- Is the purchase acknowledged and a time-frame given for expected receipt of goods and services?
As more and more of today’s customers are utilizing the Internet to make purchases, make sure this option receives attention in regard to your marketing campaigns.
Developing and implementing marketing campaigns is an integral part of an organization’s growth and its customer service strategy. Remember that the reason for marketing your products and services is to get people to take action. Make sure that your marketing campaigns are created with the understanding that they create customer experiences. If you take the time to determine whose involvement is required, say what you mean to say, and fully prepare your team, then there is a great possibility that great customer experiences are sure to follow!
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Speaker, author and consultant Errol Allen is the founder and CEO of Errol Allen Consulting, a Houston, Texas based company that provides customer service training, customer service strategy development and supervisor/management training. He utilizes his 25 years of hands-on experience in assisting his clients in creating customer focused organizations.
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