Customers First, Employees Later Service Marketing Overview 

Introduction

One of the hallmarks of a quality marketing strategy is the focus on attracting and nurturing prospects, then converting them into customers. Customer service is a natural extension of that process, especially when the probability of upselling a brand loyalist can be as high as 70 percent. On the flip side, the odds of moving a lead to buyer status can be as low as 5 percent. Every marketer knows that a bad company reputation can cripple even the most well-considered marketing campaign. However, being able to successfully guide the customer journey reduces the likelihood of negative reviews, boosts organic referrals, and increases the likelihood of effective lead generation. In today’s intensely competitive, rapidly changing and highly complex climate, the business advertising level of customer service has declined in recent years, and this can be due to a lack of support or awareness at corporate and/or customer service management levels.

Customers First, Employees Later Service Marketing Overview: Every touchpoint an employee has with a customer is a marketing opportunity, whether it’s an overt advertisement, a sales call, or even a frustrated customer calling in with a problem. In fact, the latter scenario poses the most potential for you to turn a negative brand situation into a positive one. All it takes is knowing how to maximize those interactions. Thereby Hyundai entrusted with me the task of finding service marketing level. If you don’t care about customers’ satisfaction, don’t expect them to care about your services or products. Sad, but true. The sooner you face it, the better you’ll perform.

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