Poor Customer Service is Hurting Your Marketing ROI

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Jitbit, a help desk platform, has produced this infographic with statistics that clearly paint the picture the impact of poor customer service on a business. Companies continue to treat poor customer service as they did years ago… when customers used to only complain to the business or to a small circle of friends. But that’s not the reality of the world that we live in now.

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Webmecs Web Marketing Mechanics

We specialise in optimising websites for conversion and helping businesses attain a healthy ROI through lead generation and fixing their marketing strategies. We are big on analytics and search engines a savvy business owner would recognise these skills as beneficial in a partnership with their marketing efforts.

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7 Ways to Create a Strong Brand

Article | March 13, 2021

A lot of our clients want to create a “strong brand” – a very vague term that gets tossed around a lot. What is a brand anyway? I like Seth Godin’s definition: A brand is the set of expectations, memories, stories and relationships that, taken together, account for a consumer's decision to choose one product or service over another. I also like my definition: Your company’s brand is what people say about it when you’re not there. If a majority of your company’s clients come from word of mouth, I guarantee you have a strong brand. So, what does it take to create a strong brand? Time (and effort) You cannot create a strong brand overnight – even if you’re a Kardashian. It takes time and effort to build awareness and a reputation. When I first launched my company, I networked constantly. I met some of my best clients that way, but my god, I had to endure a lot of ridiculousness. I was once cornered by two government contractors who decided to play “define that acronym” – their idea of a fun game. I went to countless one-on-one meetings at Starbucks that turned into sales pitches and sat in rush hour traffic (there’s a reason I work from home). After a couple of years, the word-of-mouth referrals started rolling in. And I stopped going to networking events. An interesting personality As the business owner, you are the face – and personality – of the brand. This is not the time to be timid. Own who you are and let your freak flag fly. People will remember you – and that’s a critical element of a strong brand. Worried you’ll scare people away? Don’t be. If people like you, they will work with you. If they don’t, you don’t want to work with them anyway. People remember me because I tell it like it is while making them laugh at the same time. What do people remember you for? (Go ahead and ask your favorite people if you don’t know.) A community (preferably in person) In our digital world, it is hard to build a community – but it is doable. The trick? Make it easy for people to participate. Ask them questions and allow them to share their ideas. If you use Facebook for marketing, host Facebook Live chats or create a Facebook Group. But my favorite way to create community? Host regular meetups with hand-selected people once it’s safely to meet in person again. There is NO substitute for interacting face to face. (Yes, I know I just finished telling you how much I hate networking. This is different, as it’s much more selective; you more or less control who’s there. Invite the people you like and ask them to invite the people they like.) A phenomenal experience A great experience doesn’t mean showering your clients (or customers) with confetti and handing out free Champagne. It means making every interaction with you, your team and your products/services a delight. It means people love you so much that they will talk about you every chance they get. It also means you … Do what you say you’re going to do How many times have you been disappointed by a company’s product/service or your interaction with them? From useless customer service reps, to dirty bathrooms, to products that don’t work as advertised, we tend to have really low expectations. When you keep promises, you will stand out as a hero. All you have to do is keep communication open, stick to the budget, meet deadlines and actually deliver what say you will. Stick to your message When people ask, “So, what does your company do?”, how do you respond? Do you have the same answer every time? Is it clear and concise? Sticking to one message – generally, your value proposition – makes it easy for people to talk about you. Repeat it enough, and they’ll learn your message and be able to recite it. Maybe not word-for-word, but close to it. Be consistent Consistency is so important for a strong brand: consistent quality, consistent experiences, consistent customer service, consistent marketing. Consistency means you are dependable and trustworthy. It means people are confident you will do what you say you will. Imagine getting an email from a new-to-you-brand. You like what you see in the email, so you click over to their website – and you have no idea where you are. The look and feel are completely different. You start doubting this company. Are they also inconsistent in the quality of their work? Do they even know what they’re doing? If you are inconsistent, you will sow doubt in the minds of your potential customers and tarnish your reputation. Don’t take the chance! Here’s some homework for you: Think about your favorite brands. What do you like most about them? How can your brand emulate them? Creating a strong brand is work – but the payoff is worth it.

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HOW COVID-19 HAS AFFECTED THE EMAIL MARKETING INDUSTRY

Article | March 13, 2021

One of the biggest questions businesses are asking is whether to continue marketing or not. If you’re wondering about that, our advice is to keep marketing. One reason for that is you need to keep in touch with your customers. But the question still begs to be asked should you scale down or ramp up your email marketing efforts. In a nutshell, it all depends on the sector you’re in. However, whether your traffic (online or offline) is tanking or shooting up, you still need to re-strategize no matter which industry you’re in. This is the perfect time to sit down with your email marketing strategist and chart a new course for your campaigns.

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How to Enable Better B2B Targeting With AI

Article | March 13, 2021

B2B marketers often face a common challenge: Accurate targeting. Marketers rely on powerful lead generation methods to help them target future customers, but there's a pretty substantial obstacle in the way. Most marketers aren't data scientists. And truly great targeting requires a pretty substantial amount of data. That's where artificial intelligence company Versium saw a major problem, and developed a solution to help. The tool helps marketers identify, understand, and reach ideal prospects using trillions of data points, all powered by predictive machine learning models.

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B2B marketing and personalization: what’s the missing link?

Article | March 13, 2021

B2B marketing leaders like you are under immense pressure to deliver best-in-class results every day. While this isn’t a new challenge, it is one that gets harder as the marketplace continues to grow more cluttered and competitive. To keep the modern-day prospect engaged and connected to your brand, delivering a relevant experience is absolutely vital. According to Evergage, 92% of marketers report using personalization techniques in their marketing.1 With this in mind, you’re already applying a personalized approach to your strategy at some level. From tailored email campaigns and targeted PPC ads to account-based marketing, you already understand the value of personalization. It works! But, where does your business website fit into this hyper-relevant customer journey?

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Spotlight

Webmecs Web Marketing Mechanics

We specialise in optimising websites for conversion and helping businesses attain a healthy ROI through lead generation and fixing their marketing strategies. We are big on analytics and search engines a savvy business owner would recognise these skills as beneficial in a partnership with their marketing efforts.

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