Most small to medium sized businesses use their admin and sales staff to come up with ideas for their in-house Internet marketing campaigns. They reason that these are the idea people, so they are best suited to coming up with great new proposals to consider. Yet, a little utilized resource for insightful details is your customer support staff.
Customer support staff is attuned to the pulse of your business. They know what customers are most concerned about with your products. Sometimes a customer will say they like one thing about your products or company even as they are complaining about the problem they called about. It may be that your customer service people hear many compliments about specific aspects of your business. That is a valuable resource because you know what strengths you already have that you can promote.
Another way customer support staff can help is by letting you know the buzzwords that people are using to explain their problems. You will want to fix the problems with your company and products, obviously. Once you do that, it is time to get the word out to your customer. Using the same types of phrasing they used to describe their difficulties can make an impact. This is especially true if you use the most commonly used descriptive phrases as keyword phrases in articles with links pointing back to your website.
Customer service can be a thankless job at times. You get busy and forget to praise your customer support staff or reward their accomplishments. You focus on the problems they present to you that need to be fixed rather than the fact that they are helping you improve your products and service.
When you utilize your customer support staff for brainstorming sessions on your Internet marketing campaign, they understand that their opinions are valuable to the company. Make it worth their time by adding a bonus for their participation. Not only will they help you with your current campaign, but they will also become more alert to customer trends in the future. Customer service personnel offer a perspective you can get nowhere else.
Image: graur razvan ionut / FreeDigitalPhotos.net
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