Therefore, customer service cycle management must be Determine the customer-centric and designed around the customer’s journey , rather than based solely on subjective assumptions.
Customer satisfaction will not be improved simply by providing good service. The customer service cycle goes through several stages – first contact, closing the sale, after-sales service – and in each of them, the needs and perceived value are different.
Managing the customer service cycle can be thought of as an iterative sequence of just four steps:
The first step is to segment your customer base. Divide your customers into groups, depending on the stage in your relationship with them: discovery, evaluation, purchase, use/experience, engagement, and service promotion.
Estimate the number of early and late-stage customers, the average customer service cycle length (i.e. how long it takes your customers to complete a full cycle), and establish baseline data for future benchmarking.
2. Choose methods of influence at each stage
Depending on the stage of the customer service cycle, your customer interaction methods and techniques should seek different objectives.
Look at the different stages and what strategies are necessary to manage them:
Awareness
This stage is the first in the customer dataset service cycle. In the awareness phase, the customer identifies a need and then a solution that meets that need.
Potential customers are not yet familiar with the company, products, services. They are looking for information.
There are many ways a customer can find your business. For example, they can use a search engine like Google and find your company in the results.
Other common means of discovery are: Determine the
Advertisements that reach the consumer through different media – such as social networks – referrals, word of mouth advertising.
Make sure your website is easy to use and digital marketing trends 2024: a comprehensive guide navigate. Your users should be able to easily find all the information about your brand and products. At the same time, they need to see that you understand their problems and can meet their needs.
Therefore, if you want to ensure that any contact with potential customers – called prospects – is carried out in a coordinated and planned manner, develop cmo email list a marketing plan that considers all these aspects.
At this stage, the key is to communicate the company’s value proposition , identify the target audience and help them understand how your product or service can meet their need or solve a problem.
