November and December are busy months. Everyone orders gifts and other fun things for the holidays. There is a lot of competition on price and delivery speed. And who can provide the best customer experience? Customer service plays a central role in this competition. How do you ensure optimal customer service, especially now?
The commercial world has changed dramatically in the last sixty years. What started as product promotion and price stunts has evolved into the cardinal question: who can provide the best customer experience? Customer service plays a central role in this.
Customer service as a driver of an optimal customer CMO Email Database experience: it may sound a bit far-fetched, but it is not. The trade association to which we are affiliated, the Customer Service Federation (KSF), is also committed to the position of the field for a reason. Imagine a digital office in which service employees have access to customer data, order history, marketing campaigns, stock, customer cases… Then you will really impress the customer.
Services marketing mix
The contrast with the past could not be greater. The four P’s of McCarthy are part of the heritage of marketing. This traditional marketing mix outlines a world in which companies compete mainly on Price , Product , Promotion and Place . To some extent, that is still the case. But there is so much more going on in marketing these days.
In particular, the rise of the services industry forced us to rethink. Companies that provide (consultancy) services can also distinguish themselves in other ways. Based on the appearance of the office, the processes surrounding the consumption of services and the people who walk around the company, including the quality of the service department. See here the introduction of the services marketing mix in which the four P’s are supplemented with another three P’s: People , Processes and Physical Environment.