Vendor consolidation is the act of reducing the number of software vendors that you work with as a means to cut costs and drive efficiencies. It’s a lot like supplier consolidation in the supply chain management world, where producers may reduce input channels as a means to lower costs of freight, increase purchase power, and build stronger contracts. Although consolidation of software vendors doesn’t exactly help with the cost of freight, it does mean streamlining operations and lowering costs across the organization.
In the heyday of traditional marketing, attracting and retaining customers was an intimidating task for local business owners to accomplish, especially when the inflated budgets of larger businesses made it difficult to compete. Today, there are many different avenues for business owners to interact with consumers, and social media makes it easier than ever for business owners to reach potential customers through strategic tactics like content marketing.
Content marketing, also referred to as inbound marketing, involves the creation and distribution of relevant content that provides value to your business’s target audience. Content marketing can be shared with consumers in numerous forms: infographics, ebooks, white papers, case studies, how-to guides, etc. The main purpose of content marketing is to offer consumers value by presenting a solution to their needs, thus influencing the buying cycle.
Customer service is about solving the problems of your customers. Now, companies have to manage customer service across multiple channels. When people have a negative experience online, they blame the company. Not responding to customers on review sites and social media is worse than having a phone line that goes unanswered because there are thousands of people witnessing the neglect.
Whose job is customer service? The truth is, customer service is the responsibility of everyone in your company. Building a brand means delivering on a promise again and again. It means consistency and maintaining effective customer relationships.
Everyone can recall a time when they’ve received excellent customer service. Whether it was the clerk who was extra helpful or the hotel staff who went above and beyond, we’ve all experienced it. Unfortunately, though, the bad customer service is almost always recalled more easily.
In the pursuit of excellent customer service, several dos and don’ts should be followed: