Every time I visit the Asheville PetSmart http://www.petsmart.com/, I am impressed with their service. The most recent visit crossed the line from being impressive to being exceptional. Several days ago, my daughter bought some fish for our aquarium with her allowance. She handled everything herself from choosing the fish to learning how to care for them.
Customer Relationships
Implementing a CRC strategy requires that the marketing team work closely with the customer care team to identify bottlenecks, policies, and processes that reduce service quality. Everything a company does provides some sort of service for the customer whether it is a marketing campaign, answering questions, or delivering products. When team members start seeing their functions within the organization as serving their customers, it is a game changing event.
hings happen. Orders get lost in the mail. Systems and software fail. A day without challenges is extremely rare in any business. Your customers know this. They have similar issues in their life. But, if your challenge becomes their issue, they want it resolved quickly. When they contact you, they already know what they need to make it right. So, start by listening to their story and then ask,
When customers stop buying, good marketers try to encourage them to come back with a strong reactivation campaign. The best ones include a combination of email and direct marketing. This email is wrong on so many levels the people responsible should be moved from the marketing department to shopping cart retrieval. The only thing they got right was my email address.
My favorite items for this week include a call to action, social media platform comparison, integrated marketing example, and customer care callout.
