Strategies to Retain Old Clients

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9 Superb Steps to retain old Clients
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Introduction

• The customer service and marketing are usually
  looked upon as two different departments or
  working processes.
• Obviously, companies adhering to such age-old
  beliefs, plan independently for both these
  working areas with the employees taking separate
  courses.
• But lately, it seems smart corporate houses have
  started realizing that both these departments can
  work in tandem.
• With the advent of social media and mobile apps
  and more customers relying on online reviews,
  testimonials, feedbacks and product descriptions
  for making their purchasing decisions, it has
  become mandatory for the companies to change
  their old policies and get the customer service
  and marketing work together.

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• By doing so, the job of each department can be
  made easier and the businesses can achieve their
  goals faster.
• One of the obvious advantages of this change is
  that the age-old problem of customer service
  department not being aware of the promotions and
  marketing campaigns adopted by the marketing team
  is easily solved.
• How Does Marketing Benefits From Customer
  Service?

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Access To Testimonials And Customer Reviews

• The customer service agents use the call center
  systems software and can easily collect
  testimonials and the feedback from the customers.
• When the marketing team is working together with
  the customer service department they can easily
  gain access to such information and use these
  insights to develop promotional materials.
• And how does this help in improving sales?

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• A study by Bright-Local research says that 85
  customers trust reviews online as much as they
  trust personal recommendations.
• So these reviews and testimonials are an
  indication of what exactly is making the
  customers happy and where you can improve.
• Taking a cue from this, the marketing department
  can design the promotional strategy.

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Using Customer Service For Business Advantage

• The marketing department can use excellent
  customer service as its weapon for business
  advantage.
• With the competition getting tougher day by day,
  you can gain an edge over the competitors by
  offering the best customer service and even
  promoting it along with your brands offerings.
• The marketing team can let the customers know
  that in case of any issue they will always get
  fast and personalized support from their customer
  service desk through the live chats or even by
  calling.
• This really makes your marketing statement more
  convincing for the customer.

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Getting Promotion Ideas

• The marketing team can treat the data obtained
  from the call center system as a source of
  inspiration.
• The call recordings, call history, complaints,
  and issues can be used to understand the exact
  viewpoint and requirement of the customers.
• By studying this entire database, the marketing
  department can either confirm or deny certain
  forecasts or assumptions that are a regular part
  of their planning.
• The marketing team should treat the customer
  service as the voice-source of the customers,
  listen to it carefully, and design ways to
  promote the brand accordingly.

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Goldmine For New Content Ideas

• The marketing department needs customer-centric
  content to develop new content ideas.
• And it can be easily obtained from the customer
  service team.
• Customers feel safe when any possible issue
  regarding the product or service is covered by
  paper or online guarantee or warranty.
• They are fully aware that certain processes can
  protect their money as well as time.
• So, if you want the customers to trust you more,
  the marketing department must tie-up with the
  customer service team as your customer service
  team has the right amount of expertise and
  experience in this area and can serve as a
  goldmine for providing new content ideas.

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Does Customer Service Department Benefit From The
Marketing Team?
Data Related To Customers Analytics, Needs

• It is the job of the customer service department
  to solve the issues of the customers effectively
  and quickly.
• But for that, the representatives must be
  entirely aware of the preferences and needs of
  the clients.
• Marketing departments regularly carry market
  researches and have a record of customer
  profiles.
• When the customer care agents have common details
  such as country, age, gender, and interests of
  the customers with them, they can quickly
  understand the perspective and requirement of the
  customers and provide a quick solution to their
  queries.

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Help With Measuring The KPIs

• The development of all the departments is
  measured using the key performance indicators.
• While measuring the performance level of a
  customer service department, the marketing
  representatives can help by providing data
  related to hit rate, net promoter score, and
  customer retention rate and so on.

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Negotiating When Price Is The Final Factor

• Many times, price is the only factor that can
  stop the customer from purchasing or buying your
  brand.
• In such a situation, the customer service
  department may not have the whole and sole
  authority to decide the amount of discount that
  can be allowed.
• However, a marketing rep can easily calculate the
  amount of discount applicable to a particular
  customer and for a specific product.
• When the customer service rep discusses this
  issue with the marketing agent, the chances of
  retaining the customer increases manifold.
• The response is quick in this case and the
  overall effort looks unified which speaks of a
  great teamwork.

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Customer Surveys- Combined Effort Of Marketing
And Customer Service Agents

• More often, the tools that are used for
  conducting the customer surveys are controlled by
  the marketing representatives.
• Moreover, marketing agents are more experienced
  regarding running such surveys as they are always
  in need of gaining access to customer feedback.
• So, if the customer service department is in need
  of data related to customer surveys, then the
  marketing department can surely provide a great
  help.

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Providing Superior Customer Service Experience

• When the customers service department and the
  marketing team works together, the company can
  provide superior customer service experience.
• Just as it is important to have a great marketing
  strategy to attract new clients, similarly, it is
  equally important to have an excellent customer
  service to retain them.
• It is necessary that customers must receive
  excellent customer service at all stages of
  purchasing cycle.

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