One of my biggest marketing passions is the art of Customer Experience and Service. How you interact, engage, welcome, deal with problems and make a customer feel about your product, service or experience is by far the most important aspect of your business and your companies marketing plan.
How often do you see companies spending thousands on marketing only to let themselves down by not understanding their customer, or by letting them down with empty promises? You can be assured if they feel like this, others will do to, and that they have shared these disappointments with many others.
In an age where good and bad experiences can spread digitally in a matter of minutes, the need to analyse, innovate and be ready to exceed customer expectations before even contemplating spending money on marketing is more important than ever.
Just as bad experiences spread quickly so do great experiences. By exceeding your customers’ expectations, going the extra mile or providing something quite unique, your need for spending money on the more conventional forms of marketing will decrease.
So before you decide to go all out on printing 1000’s of flyers, taking out newspaper adverts, step up your social media interaction or create a new website, take a good look at how you treat, interact and what service you offer to your customers and see if you can make your customer’s experience part of your marketing story, not part of the reasons why however much you spend nothing works!
How often do you see companies spending thousands on marketing only to let themselves down by not understanding their customer, or by letting them down with empty promises? You can be assured if they feel like this, others will do to, and that they have shared these disappointments with many others.
In an age where good and bad experiences can spread digitally in a matter of minutes, the need to analyse, innovate and be ready to exceed customer expectations before even contemplating spending money on marketing is more important than ever.
Just as bad experiences spread quickly so do great experiences. By exceeding your customers’ expectations, going the extra mile or providing something quite unique, your need for spending money on the more conventional forms of marketing will decrease.
So before you decide to go all out on printing 1000’s of flyers, taking out newspaper adverts, step up your social media interaction or create a new website, take a good look at how you treat, interact and what service you offer to your customers and see if you can make your customer’s experience part of your marketing story, not part of the reasons why however much you spend nothing works!
For more information on Paul you can follow him on twitter @paulsonso email him on paul@soandsomarketing.co.uk and visit www.soandsomarketing.co.uk to find out more on measuring Customer Service and Experience.
So and So Marketing is a full service marketing and design agency based in Weymouth, Dorset and covering the South of England, Wiltshire, Hampshire, Somerset and Devon.
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