Monthly Archives:

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.