No matter what industry you work in, customer service is paramount to how you and your business will be perceived by customers. Sure, some businesses go to extreme lengths to ensure their customers are delighted and remain loyal. But many marketers would argue that simple consistency is the true key to success.
Delight may entice, excite, and create brand advocates across social media, but consistently delivering on your brand promise is what will resonate more strongly with your customers and clients. As a concept, consistency is admittedly rather dull. But it is a tried and true method to maintaining your customers, and promoting brand authenticity.
Unfortunately, brand consistency is easily lost between the organisational cracks. Therefore it is important to remember what your brand stands for, how you want it to be reflected and perceived, and what you want your customers to experience at every touch point of the path to purchase.
Even Chilli’s own clients agree that consistency is highly valued from a human resources and project management perspective:
“The decision to outsource our marketing to Chilli has benefited our business in more ways than we anticipated. We view Chilli as a responsive, seamless extension of our team, where the services are consistently delivered on point, with flexibility and the utmost professionalism… Chilli’s outstanding human resources have meant that all of our strategies and campaigns are now a result of specialised creativity, consistent support and valuable advice.”
Chief Operating Officer & Group General Manager
South Coast Automotive Group P/L
Before you seek to delight, ensure your customer experience is right first; it is your continued brand consistency and reliability that will win the hearts of your customers.
At the end of the day, people do business with people, not the quirky perks of ‘delight’ tactics. It is important to understand how best to foster relationships with new and returning clients so you can keep providing exciting work for them in the future.
So what are you waiting for? Now is the time to put your best foot forward and interact with your customers on their level, no matter what or where that may be. If you need a little more inspiration or some advice on how to attract more customers, we’ve got you covered. Check out our eBook Everything You Need to Know About Inbound Methodology here, or give the team at Chilli a call today on 5437 7788.