Monthly Archives: October 2011

Is Your Customer Care Up To Scratch

Customer care has always been important but in today's torrid financial climate, exceptional customer support can make your company a winner.

It can enable you to outfox the competition and help you win business - not just keep what you've got.

Companies with outstanding levels of customer care:

  • Retain their customers longer
  • Earn more from their customers
  • Are more successful at winning new customers

We have just launched customer care outsourcing services on the Only Marketing website so here are some helpful hints that will help you take customer service to new heights.

1. Conduct an audit comparing your customer service levels with those of your rivals

2. Ask your customers to tell you what they really think about your products, services and service

3. Develop a customer care strategy that covers all customer touch points with your business

4. Rollout the strategy ensuring you put in place on-going customer satisfaction tracking procedures

Here are some activities you might want to consider for your customer care improvement programme:

  • A customer loyalty scheme to ensure clients feel valued and keep coming back for more
  • A customer helpline that's available 24/7
  • A review of your customer handling procedures. It could mean re-writing customer complaint response letters or changing policies on refunds
  • Regular customer mailings or email campaigns to stay front of mind
  • Staff training to ensure your people step up to the plate
  • A customer care section on your website
  • A customer care page on Twitter

If you don't have the time or expertise to do it yourself - contact the Only Marketing team on 0800 612 9890.

Creating A Global Marketing Brand…On A Shoestring

I have decided to chart the launch, creation and development of the Only brand on my personal website.

It's a fascinating story for anyone that's interested in rolling out a country brand into the global marketplace and doing it on a shoestring.

The Only story relates to the creation of an international PR and marketing brand but the template we have used could be applied to virtually any business.

We are harnessing the power of the internet and the availability of cheap international flights to take Only into the four corners of the earth.

You can read the on-going story here but I have peppered this blog with a few key jottings from the Only journal.

 

YEAR ONE

18.9.10 Launching Only Marketing

We decided to stage a Beattie Communications staff conference in our Scottish Media Village in Falkirk to launch Only - our new marketing brand.

The news was greeted with enthusiasm as our people from across the UK caught their first glimpse of the Only Marketing website.

Startlingly different from the Beattie Communications website, it got an enthusiastic thumbs up from the entire team.

 

20.9.10 We Launch Only Web

Web marketing is going to be the lynchpin around which the Only brand will be built so it's hardly surprising that Only Web is the second website in the series.

David Reid, Douglas Mackay and Suzanne Boyle have done a great job in delivering a meaty site in the blink of an eye.

 

29.9.10 A Week Of Madness

We launch three websites in a week starting with our new health and wellbeing site. The new websites are

The web team have been working round the clock to get the sites up and running.

All the sites will be further developed and extended over the coming months so they become established as internet sites of authority.

 

14.2.11 Soft Launch For Only Marcom

Today sees the launch of our first US website Only Marcom. It promotes our student recruitment, education and health marketing services.

Unlike other Only boutiques we have not trumpeted the launch of this website, preferring to roll it out quietly.  We will turn up the noise when the site starts to climb the search engines.

 

6.4.11 Stepping Down A Gear

We are slowing down in the rollout of new sites. Instead we have been focussing on developing our existing websites.

Today, however, heralds the launch of Only Social, our website that focuses on social media marketing.

Social media is already a key operational area for the group and has the potential to be a significant fee generator.

Only Social is a small website by our standards but it includes the fledgling Only Academy, a learning resource for those interested in educating themselves about the social media and leading edge marketing.

 

25.8.11 Launching Only Crisis

When it comes to crisis management, we are probably the most active PR agency in the world.

Never a day passes without us having to manage one crisis or another.

The incidents we handle can include product recalls, fatal accidents at work, cases of sexual harassment and, of course, media investigations of all types.

We are seriously good at managing crisis situations, so it was an easy decision to launch a specialist website with the imaginative name www.OnlyCrisis.com.

We believe it's the most powerful crisis website on the internet and we fully expect it to bring in crisis management business from around the world.

One of the features of Only Crisis is the 0800 612 9890 emergency hotline number which is operational 24/7.

 

15.9.11 Launching Only Ireland

Today we launch www.onlymarketing.ie in Ireland.

With Dublin being only a hop, step and a jump from London or Scotland, we intend servicing Irish clients from the UK.

 

18.9.11 The First Birthday Of Only

Today is the first birthday of Only and we are celebrating the fact that we now have 14 Only websites up and running!

What's exciting is that some of the sites are already pulling in new business leads…something we did not anticipate so early in the game.

Finance director Linda Mitchell reckons the Only brand already accounts for £500,000 in additional fees to Beattie Communications Group.

It's a fair start and it augurs well for the future!!

 

YEAR TWO

17.10.11 Only Public Relations Goes Live In The US

www.onlypublicrelations.com, our big beefy website aimed at the North American market, went live today.

It is more of a general site than www.onlymarcom.com which focuses on health and education.

Only Public relations provides 22 marketing and communications services across 10 industry sectors. Services and sectors will be expanded over time.

Random Acts Of Kindness

Outstanding customer service should be the linchpin of every business - it's why we guarantee our PR and marketing services.

In these tough times, it's essential we all go above and beyond when it comes to serving our clients.

In the real world, people are making the planet a better place with random acts of kindness.

You know the type of thing. You are in a café for a coffee and a total stranger picks up the tab. What a warm glow it gives you inside…and I'm not referring to the coffee.

Now businesses are following the lead of individuals by surprising their clients - especially when things go wrong.

The airline KLM has an excellent video demonstrating RAK in practice. Watch it to the end to see the commercial impact it has had on their business. Prepare to be amazed!

Here's the link http://www.youtube.com/watch?v=pqHWAE8GDEk.

Are You Confident Enough To Guarantee Your Service?

We live in an age where people are more demanding. We are no longer prepared to put up with shoddy service or unreliable products.

In the past we would vote with our feet. If we were unhappy with restaurant food or the waiter service, for instance, we would pay the bill and never return.

Not today! If our expectations are not met, we are much more likely to share our displeasure with our host, complaining that the food or the service did not come up to scratch.

Smart marketeers have woken up to the fact that a more demanding generation has created exciting new marketing opportunities.

It's why the manufacturers of everything from cars to televisions are offering longer and better guarantees. Lifetime guarantees are no longer uncommon.

The professional services sector and marketing agencies in particular have been reluctant to offer guarantees.

Does it show a lack of confidence in the quality of the service they provide?

I'm proud to say that Beattie Communications has been guaranteeing its PR services for nearly 20 years and we have extended the guarantee culture into our various Only brands.

For instance, we are now offering all retained clients a no quibble guarantee for the social media marketing services provided by our Only Social team.

If you are in the professional services sector, and you are confident about the quality of the service you provide, it may be worth following our lead.

I'm confident it will enhance your chances of winning new clients and keeping them happy.