Question

One of the most effective ways to increase sales and revenue is to provide your current customers with excellent customer service. The following article provides real-world examples of how companies like Zappos and Amazon gain market share by providing their customers with excellent customer service. For this assignment, please click on the link provided to access the article. After reviewing the article

• Identify and describe in your own words three strategies that were outlined in the article that companies can use to increase market share by improving customer satisfaction.
• Identify the strategy that you feel would be most effective and justify your selection.

https://www.business.com/articles/customer-service-as-a-marketing-strategy/

Answer 1

The three strategy that were told in the article was

1. Customer service as a marketing strategy - the modern world believes more of partical / physical work done for the customer rather than saying what they are going to get if they avail the product or services. Customer service and marketing are interdependent with eachother. The marketing strategy is used to gain new customer but if the company can provide better customer service to the old customer then their is high chance to getting more revenue from the existing customer, then the existing customer will itself bring in new customer for the company. One thing that should be always kept in mind that the company should is selling customer service along with the product or service

2. Benefits of implementing customer service in marketing strategy - If the companies main focus is on customer service as a part of marketing strategy then it will reduce the cost of business and increase the price of the product or service.

If the customer spend more money in companies where they get better customer service it gives the customer a better competitive advantage. Majority of the review given by the customer is based on how the customer service department treats them. Customers having position experience will become loyal and happy customers of the company.

Customer service department are trained on how to deal with customers and how to attend their problems.

3. How to improve customer service efforts - majority of the companies claim that they provide best customer service but only few percentage of the customer has claimed to get better customer service. The gain more positive response the company should do the following :

• Listen to the customer and provide solutions according to the problem
• Let the customer know that you are always by their side.
• Sound geniune and show interest to their problems.
• Stick to what you say to the customer.
• Saying thank you at the end should be must.

The most effective strategy would be "improving the customer service"

Customers rate the product or services depending upon how well after sales service is provided to them. Keeping in touch with the customers after selling the product shows geniune interest of the customers, which keeps the customer coming back again and again. The reason behind customers keep coming back is how well service is being provided by the customer service department.

Providing the customers with quick service makes the customer happy and the customer develops positive attitude towards the company.