Posts Tagged ‘customer service’

Content that captures attention

Thursday, January 20th, 2011

One of the greatest challenges companies have today is capturing prospects’ attention.  In a world where everyone is overwhelmed with information, only the most relevant messages get through.

For that reason, I advise my clients to get as much information as they can about prospects’ and customers’ priorities–and then develop marketing messages that address those priorities.  Nevertheless, I left out one important tip.

Here’s the tip: look to your customer service department for help.  Earlier this month, I learned this lesson by direct example.

Speak to prospects’ priorities

SaaS distribution model challenges vendors to take customer service to the next level

Thursday, January 7th, 2010

Many companies focus most of their marketing efforts on bringing in new accounts, yet most realize that the fastest path to increased revenues is repeat business to existing customers. For this reason, alone, it makes sense to deliver outstanding customer service.

The customer service bar, however, is especially high for service providers. That’s because while product companies tend to recognize revenue at the time that they make the initial sale, service providers depend on recurring payments to maximize revenue. Those that fail to meet customer expectations run the risk of never realizing a return on their upfront investments.