Focusing on Customer Service as Part of your Marketing Strategy

agenda

• What is this article about?
• Why was it selected?
• Why is it important?
• What is the value?
• How are key concepts applied?

What is the article about

• How customer service is crucial to a company
• Successful customer service 

why was this article selected?

• Customer service is important 
• Explains how to improve customer service

Important ideas and concepts

• Make customer service a priority
• Cautious on employees rewards
• Empower employees to resolve issues
• Listen to customers
• Create a "company persona"

Primary value of article

• Happy employees = Happy customers 
• Employees using same level of customer service
• Customer voice is important 

applying key concepts

• Similar training for employees and managers 
• Rewards for employees
• Resolving issues/giving employees tools to do so
• Ways to listen to customers 
• Keep values in mind with company's "persona"

Challenges of implementing

• Lack of cooperation
• Low participation
• Current company culture

How does the article help?

• Make customer service a main goal
• Successful customer service = loyalty

Questions?