Are you familiar with inbound marketing? If yes, you should know the popular phrase – “attract, transform, stop, make it happier”.
Expectations are increasing through inbound marketing
In Inbound Marketing, you are basically trying to run customer interaction based on different types of content – blogs, articles, videos
After that the part of ‘happiness’ comes. Typically the customer service representatives charge this special part. But if you think more perspective, then in the effective inbound marketing strategy, the customer is “happy” and everyone has the responsibility. Therefore, the whole system is ready to please the customer.
The above process can possibly be completed with a holistic and organized approach to customer service.
However, before going ahead, explain why customer’s happiness is so important.
The importance of customer happiness in your business
Now we are living in a customer centric era, where everything depends on the demands of the customers.
Here are some quick statistics that tell you the importance of a happy customer in determining the fate of your company:
78% of customers have stopped the transaction due to a poor service experience or have not made a desired purchase. [Source: American Express Survey]
The average annual value of each customer relationship was lost or abandoned by a competitor – $ 289 [Source: Genesis report]
At present, it is very easy to share customer experiences among thousands of similar platforms. At any time, an unhappy customer can share a bad review on social media, which can lead to a viral movement.
Any of these online platforms can affect your business significantly. Remember, news of poor customer service reaches ears many times as praise for good service experience.
This is the reason why it is more important than ever before to create an excellent experience, to make customers’ expectations’ happy ‘.
But the fact is that only 37% of the brands received good or excellent customer experience index scores, while 64% of the brands got ‘OK’, ‘bad’ or ‘very bad’ rating from their existing customers.
Obviously, most companies are not getting the expected results from their customer service. To identify ‘Black spot’ behind poor performance, you need to reconsider your customer service strategy again.
Customer service is not restricted within the four walls of the call center room. Now you can implement customer service as a marketing strategy.
When contacting your customers, be sure to remember their names, personal details and your past conversation history with them – refer to their last purchase and ask for feedback. All these small factors will help them feel ‘at home’ with your business.
However, this requires extensive research on the customer background and the systematic track of customer behavior and purchase history. With a customer service CRM system, you can show full customer details so that it can be easily accessible and accessible to your employees.
The marketing team can start using the CRM Dashboard and get useful data from it. Getting valuable insights from data, they can provide personalized service to their customers so that they can feel more special.
For example, on International Women’s Day you can send automated mail giving special discount to women products to women women on their own.
Similarly, you can send seasonal greetings and messages on special occasions. This can help you take advantage of high level of engagement with potential customers.
After the creation of your customer database, you can automate follow-up conversations with the service CRM platform.
B2B organizations have to face a slightly different scenario. Dealing with a logically operated customer is even more difficult than contacting a community or a marketplace.
It clearly shows the first chart (indicating the process of inbound marketing) that the ‘customer happiness’ starts immediately after ‘pass’ after the pass. So, you need to be more efficient after your sale.
Following the closure during the sales process, it is quite different to follow. When matching a phone call or a reminder to complete the purchase process, your skill level reflects, similarly, to maintain contact with your customer even after ensuring long-term relationship with the purchase.
By continuing in your message, phone call and email, your customers will learn what to expect from your company in the future. In this way you can create a strong foundation of loyalty among your customers.
The CRM system gives you the opportunity to set up reminder calls for pre and post sales / emails / meetings. Obviously, it makes the entire marketing process easy and easy.
Sales revenue is the motivational factor for many small, medium and large businesses. Happier customers will deliver high lifetime values, which will bring a big difference in your sales.
When planning an inbound marketing strategy, keep in mind that customer satisfaction is definitely different, rather than customer satisfaction. If you want to achieve it, then you need advanced equipment and techniques that support your whole team.