Start digging in your purse or pocket. This coin will be kept with the others associated with your business. The one I want to look at today is the Sales coin. The coin where on one side you'll find marketing; a critical element to the success of any business s on one side and then, as you turn the coin over you will find another equally important element: customer service.
As we all know making sure we don't lose our Sales coin is very important so be careful with it. The reason we have it out is so we can take a closer look at how the two sides of this coin fit together. How these two factors, marketing and customer service are played out in the success of a business. In today's article we will take a look at both sides of the coin.
Not knowing for sure which side of the coin to begin with, let's do the time honored act of flipping the coin. Let's see, the marketing side of the coin came up.
I want to begin our brief look at marketing by identifying two important features of its more important characteristics. Each of these can stand on their own or be combined into a single marketing plan. Here are the two:
The marketing of a specific products
The marketing or branding of a company's image.
Each of these approaches has its own advantage. Whether one or the other or both approaches are used depends on the strategy of the company. But, if you follow the marketing campaigns of today's more successful firms you will notice a growing practice among them is to use both in the same message.
The customer service side of our coin has an equally important role in sales. Let's look at two examples. One is Coca-Cola and the other Wal-Mart. Each one is a highly successful business, with different product lines and sales needs.
Coca-Cola's business is primarily as a franchiser of a product line. Their marketing is based on specific products and the branding of their name. In their situation customer service is less prominent.
On the other hand there is Wal-Mart whose focus is on branding and includes a prominent role for customer service.
While not every business needs to market customer service, if your business is involved in marketing to consumers as your customers you need a plan to address this area. Your sales depend on being active in assuring that your customers receive the best in customer service. If your business doesn't deliver the service they feel they deserve you can be assured that they will begin looking elsewhere.
Anyone involved with the delivery of customer service recognizes the importance and value of having live chat as an integral part of their day-to-day business. Live chat means just that, an opportunity to interact in real time with potential and current customers. Using live chat is a proven method for increasing your customer base, increasing sales, and keeping existing customers.
So what's the big deal about using live chat? Survey after survey done within the business community confirms the value of live chat. If you are looking for the cutting edge method of delivering customer service, live chat is a low-cost, low-maintenance answer for those businesses that seek to excel.
Your Sales coin has two sides, both of them of equal importance; don't ignore one at the expense of the other.