How are Customer Service and Marketing Related?
BY: ASA Staff Writer | Jan 15, 2019

Businesses exert tremendous amounts of effort to reel in potential buyers, but can the same be said when it comes to making them stay? According to Bain & Company, acquiring a new customer is 6 to 7 times more expensive than retaining the current one. Here’s where customer service enters the scene. If marketing tells people why they must try you out, customer service shows them why they should keep coming back.


The power of feedback

It’s no secret that word-of-mouth advertising is still the most effective marketing tool, and with social media, receiving a negative review can spell disaster for your business. Ever wondered why negative customer reviews often become viral? It’s because bad feedback spreads like wildfire twice as much as the good ones.

Now that you know how powerful recommendations are, how do you ensure that your customers speak highly of your brand? Simple—deliver what you promised.


Customer service as a marketing strategy

What’s wonderful about using customer service as a marketing strategy is it will cost you way less than any other advertising gimmicks. People will always choose genuine human interaction over giant billboards and heart-tugging television ads. You don’t even have to worry about lacking the basic interpersonal skills, since there are call center outsourcing companies that can take care of your customers on your behalf. In Dubai for instance, there’s Callix and its team of multilingual agents who can take calls 24 hours a day, 7 days a week.

Customer service also allows you to connect with your clientele on a deeper level, which makes it so much more essential to hire customer support agents that can represent your company well. They have the power to unlock insights and ideas that can be used to improve your business, and most importantly, they can provide you a glimpse of what’s going on in your customers’ heads. Which product or service do they ask about the most? Perhaps you can address the recurring questions through a simple video tutorial or a well-crafted blog post.

To ensure the success of your business, work on strengthening your foundation. Take good care of your customers by always putting them first. Loyalty and dedication don’t happen overnight, but once you achieve both, you are off to a great start.