How to get to know your audience
Although data is important in customer service, your marketing and messaging shouldn’t be impersonal or stale. Adopt these approaches to ensure your customers feel heard.
Your audience is a fundamental part of your business.
These are the people you’re trying to reach, sell to, help solve problems for, and educate. Although you know the importance of a solid customer service strategy, you might not know where to start.
Many brand managers fail to train their customer service representatives properly. Instead of honing the organization’s voice and mission, many reps focus on the notion of “sell, sell, sell” and forget they’re approaching customers with different needs and interests.
The best customer service reps must work to get to know their audience in a way that goes deeper than simple facts and figures.
Here are three steps to help you do that.
1. Call your customers.
Understanding your audience it’s easier than many PR pros might think.
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