Your IT marketing campaign can be the best in the world, but a negative customer experience in reference to your business after the fact will undermine all such efforts no matter how well-conceived they are. Following are a number of ways in which your customer service paradigm will directly affect overall profitability:
The Memory of Clientele
You may draw customers in, but that which they remember is apt to be tied into the customer experience. When customers have a good experience, that’s what they remember. If they have a bad experience, likewise, that sticks in the craw of their mind. You really don’t want to initiate such an outcome. Bad customer experience will undermine you, good customer experience will boost your IT marketing.
Retention of Clients
Clients are a lot less likely to stick with you if doing so means a bad customer experience. Think of “The Soup Nazi” from Seinfeld. His soup was delicious, but his customer service was terrible. There was a shelf life to his effectiveness. Eventually, dissatisfied customers (Seinfeld & Co.) ended up shutting the man down. So even if you’ve got such exceptional service, you’re going to lose clients eventually if you don’t treat them with kid gloves. Make them feel good, make them enjoy their interactions with you and your staff, as this increases their comfort and likelihood of sticking around.
You will convert more prospects if they have a good experience with your staff. Outreach should direct prospects to dedicated sellers who have a customer service emphasis, and use that to help drive their conversion technique. Working with agencies that specialize in things like SEO for MSPs can help you refine your approach.
A Comfortable User Experience
An IT marketing campaign with customer experience as a core component of operations will facilitate increased conversion, client retention, and positive points around which long-term memories can be built. Consider your operations and where customer service may be lacking. Find ways of correcting them.