Imagine you’re in a new city and you’re on the prowl for the best, local food joint to ease your hunger pangs. Where do you look?
Nowadays, consumers rely on recommendations from friends, trusted peers, word-of-mouth, and online reviews from websites like Yelp to make important life decisions – like where to go for lunch. When building and implementing your IT marketing plan, keep in mind that great customer service is key. People want fast help and direct information – not some long sales pitch filled with irrelevant, useless fluff.
In fact, an Ovum survey found that 76% of customers would stop doing business with a brand after a single bad experience. Communicating with your clients efficiently can help you build your reputation and attract more prospects. However, 48% of customers believe that the ability to reach the right representative has worsened over the last two years. Here’s why customer service is one of the most powerful forms of successful IT marketing.
Building a Relationship
When you build a relationship with your clients, you’re able to understand their needs better and deliver results faster. Customers care more and more about the people they are working with, what a company stands for, and how they get treated during an interaction. If your IT marketing plan doesn’t address these points, making a sale will be a mighty big challenge!
Tracking Customer Satisfaction
It’s important to know how your customers feel during their engagement with you. Your IT marketing strategy should take your clients’ satisfaction into consideration at all times. Whether this is achieved through surveys asking them to rate key performance indicators or a simple follow-up call to ask about their experience, customer service metrics are important tools when it comes to IT marketing.
One Bad Experience Can Destroy a Lifetime of Loyalty
Bad customer service stories are continuously making headlines and going viral via social media. It may seem unfair, but no matter how many great experiences you have with someone, one wrong move could lead to your demise. Always remember that there is very little room for error in both customer care and IT marketing.
To discuss your IT marketing experience with an expert from TRIdigital, simply click here. The consultation is completely free!