One of the great tools used by successful marketers, isn't one normally thought of as a marketing strength. It's the empowering of your people to handle problems on the spot.
As one writer said: "Empower your employees to just 'do the right thing.' Correct problems immediately; clean up the mess later. When there’s a problem, take care of it while the customer is still on the phone."
Of course it doesn't have to be on the phone, it can be through email or instant messaging or whatever means of contact you're using.
Telling the story of the immediate handling of problems by customers is very underrated as a markeing tool. Many of the great online success stories have this as one of their key means of growing their businesses.
Don't think of growing customers or increasing sales per customer as primarily being done through finding ways of making initial contact. It's always what's done after the initial sale that determines the success of an online company.
Make your customers want to share the great experience they've had when they needed answers. Empower your employees or outsourcers to take care of what the customer needs on the spot. Worry about cleaning up the red tape later.
Comment Preview