“Customer service is what happens when the customer has a bad experience,
Posted: Sun Jan 19, 2025 6:13 am
Money spent on customer service indicates a failed andorra email list customer journey. Fewer calls equals money saved that you can reinvest elsewhere. A good experience can also reduce marketing costs through free recommendations. Better meeting customer needs can save money directly by reducing service overhead, and indirectly by driving organic growth (rather than paid acquisition like Google Ads). Doing the right things can generate revenue and cut costs.
To prove the business value of customer experience, improvements need to be tied to increased revenue, lower service call costs, and lower referral marketing costs. Essentially, the complete financial picture needs to be documented—income is up, expenses are down, Dan says. This shows the concrete ROI of better meeting customer needs.
Dan points out that if companies view interactions from a transactional perspective rather than a relationship-building perspective, they may unknowingly be reducing their focus on the customer. For example, marketing agencies can become overly reliant on churning out content and “creative vision” to demonstrate their value.
While some level of self-serving content is acceptable, Dan recommends evaluating whether each piece of content serves your existing clients or your clients’ clients, rather than your agency itself. Shifting to a strong customer relationship-based mindset is critical. Transactional exchanges must give way to creative solutions that provide real value. Creativity that delights your customers isn’t limited to the amount of content.
Regularly ask your customers what they need to make their lives easier. It’s about deepening relationships, not paying for work. The goal should be to gain a more complete understanding of your customers’ needs to determine how best to support them long-term.
To prove the business value of customer experience, improvements need to be tied to increased revenue, lower service call costs, and lower referral marketing costs. Essentially, the complete financial picture needs to be documented—income is up, expenses are down, Dan says. This shows the concrete ROI of better meeting customer needs.
Dan points out that if companies view interactions from a transactional perspective rather than a relationship-building perspective, they may unknowingly be reducing their focus on the customer. For example, marketing agencies can become overly reliant on churning out content and “creative vision” to demonstrate their value.
While some level of self-serving content is acceptable, Dan recommends evaluating whether each piece of content serves your existing clients or your clients’ clients, rather than your agency itself. Shifting to a strong customer relationship-based mindset is critical. Transactional exchanges must give way to creative solutions that provide real value. Creativity that delights your customers isn’t limited to the amount of content.
Regularly ask your customers what they need to make their lives easier. It’s about deepening relationships, not paying for work. The goal should be to gain a more complete understanding of your customers’ needs to determine how best to support them long-term.