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As a business, you have to consistently go over and beyond to exceed the expectations of your customers. With this mindset, you can potentially win yourself customers, repeat customers, and even loyal customers.
Through good customer service practices you have the power to delight your current customers. What happens when you delight a customer? They become advocates for your brand and they will recommend you to friends and family. Reviews and recommendations from friends and family are one of the top aspects to influence a buying decision. So, wait no more.
The lifetime value of loyal fans far outweigh that of one-off customers. Stats show businesses have a 60% to 70% chance of getting business from a past customer. And only a 5% to 20% chance of getting business from a prospect.
Repeat customers are great for business, not only because they buy time and time again, but because they vouch for your brand.
But the only way you’re going to create a community of advocates is if your’ offering top-notch customer service.
Today, this extends beyond the telephone, especially since most consumers today prefer to communicate via chat or social media.
And this is why an up-to-date customer service strategy is needed.
Connect with customers on the right mediums
An astounding 70% of American consumers say they’ll spend more money with brands that offer great customer service. But what does this mean?
If your company doesn’t offer online forms of contact, then you’re already behind. Consumers are currently reaching out to brands on social media.
If you’re not on the mediums your target audience is using, then you’re going to miss out on potential sales. At Gray Group International, we analyze your target market to determine the best forms of customer service to offer.
It’s critical to offer multiple forms of contact so that customers can choose the one that best suits them. This includes:
Reduce the potential of negative reviews
When you deliver mediocre customer service, you can expect negative feedback to ensue. You can prevent this by taking a proactive approach to delivering a satisfactory customer experience.
A part of this is providing great customer service. If you need assistance with your customer service strategy, we can help.
Developing your customer service strategy
What measures are you taking to ensure your customers have a great experience with your brand? Is your web design intuitive and easy to navigate?
What about your content — does it flow well and read easily? How about your product pages, do they offer plenty of photos and descriptions to educate the visitor?
Here at Gray Group International we can analyze your business, website, industry, and customers to determine the best strategy for your customer service delivery.
Contact us today to find out more!
Our talented team of marketers and designers will make sure that each piece of content we create revolves around your clients. This requires a lot of research and experimentation before we deliver award-winning material that will leverage your business in the market. Our lookbooks are created through a customer-centered strategy with the sole purpose of increasing your sales and client database.
It’s easier to aim when you’ve defined your target. That’s why persona-based marketing is so important for a successful company marketing strategy. Learn how we personify all of the characteristics, behaviors, and interests of the different segments that build your target audience.