23/02/2015

By David Walker

As a business you can spend a fortune marketing to the masses, putting all your efforts into the traditional advertising as well as building a strong online presence.

But whilst you can have the best marketing plan in the world, there is an essential marketing element that many businesses can overlook. Perhaps not even realising they’re doing so.

Your employees, the heart and soul of your company are the face of your business, and are the pinnacle to the final result of your marketing strategy.
As a recent survey found by Sage UK which has been detailed in this infographic, 66% of UK consumers believe that customer service has deteriorated over the past three years.

This is a high statistic considering the amount of money that can be spent on simply getting customers through the door in the first place.

A big drop off like this can be detrimental to business, and if you’re not converting your customers after all your marketing efforts, they could be reversing all your hard work by being negative about your company.

With social media playing a huge role in how we now voice our complaints, a business must utilise every asset they have to keep customer satisfaction at an all-time high.

This comes down to pure customer care, a basic method and one of the oldest marketing strategies.

As business it is your responsibility to you ensure that your team are giving 110%, so where do you start?

Be In The Know
When asked what they most disliked about a bad customer service experience, the biggest issue was lack of knowledge.
Having a team that knows little to nothing about your product and service is simply an embarrassment as a company, and a huge frustration as the consumer.

Ensure that your team are in the know about every element of the business, from simple things such as stock levels, to more knowledgeable information around competitors and how the product/service works.

Your employees should be an information source that can bring in the leads with accurate, honest knowledge and a great personality.

Create an Atmosphere
Whether your business is office based or within a store front, the atmosphere that you create speaks volumes to potential clients and customers.

Having a positive work place impacts your employee’s performance and also how you come across to the world.

Making an environment that people are happy to be a part of is essential for keeping a harmonious balance in your business.

If you don’t know where to start ask your employees if there are any changes they would like to see.

Make them feel empowered and that their opinion matters, because it really does.

Shout About It
As well as creating a happy place, are your employees passionate about the product or service that you provide?

Of course there are something’s in life that it’s hard to get worked about, but embracing what you do should be part of their role.

If they enjoy their job and encompass the company they are more likely to be better at customer care.

Being negligent towards customers and lacking any enthusiasm will put your marketing dead in the water.

Team Work
As the saying goes, team work makes the dream work.
Bringing your employees together on a regular basis for a little team building can work wonders for the business and the way it is seen by the outside world.

Not just a great way to boost morale, but sharing pictures of the team on social sites, will give it a great bit of PR as good company to work for.
Seeing positive images of the company will boost your marketing efforts, and act as a great insight into your business ethics.

Putting extra effort into making your team the driving force of a marketing campaign can work wonders for your business.

If it all sounds like a lot of hard work to start with, begin small but making employees understand basic customer care skills such as these.

It may seem obvious but sometimes even the most basic skills can be forgotten in the heat of the moment.