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Building customer satisfaction through marketing

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It is important to realize that while marketing may increase your brand awareness and improve your sales, a great portion of it is about building relationships. More businesses are realizing the importance of building customer relationships and how it impacts their satisfaction with your company and your products.

Customer Service

One area of marketing that is often neglected is your customer service department. While you may not consider them part of marketing, they play a big role in your company's ability to build strong relationships. This is because they are in charge of talking to the customers and their interaction can leave a memorable impression. In order to leave a good impression, it is important to train your employees properly so they have good customer service skills and so they can work on helping customers properly. Here are some simple tips to enhance customer service:

  • Train your employees to spend time memorizing the names of some of your customers. Repeat customers like to feel that every dollar they spend is actually benefiting the company. Knowing their name will show them that they are truly important and that the company actually values them.
  • Talk to your customers when they are in your store or on the phone. Ask them how they plan to use some of the products and work on building a relationship with them.
  • Learn a few of the things your customers like. For example, if they are picky about the way their products are shipped, make a note in their account so everyone at the company will be aware of things that can make their experience more enjoyable.
  • Respond quickly to their needs if they leave a message. Fast follow-up is one of the best ways to boost customer satisfaction. Use social media sites to inform customers of things that may be impacting them like blackouts or power outages.
Mailers

It's important to spend time thanking your customers. They need to feel appreciated and a small thank-you note in the mail is one of the best ways to do this. Try sending out a discount or another type of offer to let your customers know of your appreciation. Don't just focus on the customers that spend a lot of money, take a look at the repeat customers because they often spend just as much as one big order and they will continue ordering from your company in the future which is more than you can say for one big order. If you cannot afford to send out a thank-you mailer, at least send them a thank-you via email. Make sure to follow-up quickly after their order as this will let them know that you really do appreciate their support.

Surveys

Spend some time getting to know your customers and find out if you are truly satisfying all of their needs. Surveys are a simple way to ask your customers for their honest opinion about your company and to find out if you are truly satisfying all of their needs. You have the option of conducting phone surveys or you can stick with online surveys. Send out the promotion via email or use social media sites to spread the word.

Product Promotions

A great way to build customer satisfaction through marketing is to promote your company and give away a few things. Product promotions are a great way to build relationships with your customers because everyone is out to find a good deal. Use the holidays to run some product promotions as most people have the day off and they will spend time in your store if you offer them something valuable.


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