Are you ready to improve your goal setting for customer service? Sometimes it feels as if we are out at sea and we need some support, steering, and guidance.
If you’ve been feeling a little overwhelmed, it could be that you’re looking too much at the big sea and not noticing opportunities for incremental change. Let’s look at six ways to break down that big ocean into smaller pieces.
Attract New Audiences
We all want more customers, right? The key is to attract new audiences. The methods to do this include using SEO so your company is seen everywhere where your core demographic is looking, learning, and buying. You’ll also be able to attract new audiences by using targeted press releases so that your customer service is featured in top-tier media outlets.
If all this seems unfamiliar, don’t sweat. Professionals who offer digital marketing services can help you to understand the scope of ways to attract your target audience to your website. This is often called reaching people at “the top of the funnel.” But this is just where the impact begins.
Boost Brand Awareness
While you’re attracting your target buyer, your company can also boost brand awareness. Brand awareness refers to ways to boost credibility with influencers, social media, and social prospecting.
You may also want to evaluate how you are advertising so that your ad spending is targeted to yield the best results. As you think about boosting brand awareness for maximum impact, you’ll notice that there are more ways to engage prospects and nurture the connection with potential customers.
Nurture Leads
The middle of the funnel is all about nurturing the relationship. At the top of the funnel, people are curious. In the middle, their needs evolve. They often are seeking more insights and want to gather information, be entertained, and be engaged.
This can ignite a lot of creative efforts to help you achieve your goals. Perhaps your company can build authentic connections with social media. Possibly, you may want to emphasize affiliate marketing to leverage a salesforce that is paid for performance.
You may find that relevant and timely surveys are a key factor in communicating with leads and customers. Explore how personalized contact can help you understand what your customers are seeking at each phase of their journey.
Build Human Connections
Often, as customer service managers, we focus on numeric goals such as call volume, hours, and profitability. But what happens when we focus on setting goals for human connection? As you explore this aspect of goal setting, look at how customer feedback can improve your systems. Explore ways to engage your employees. Ask for their input on how to improve training, offer flexible skill development, and provide mentoring.
Perhaps a unique solution can emerge by asking your reps what kind of assistance, help, and support they would value. You may be delighted that by changing your attention, you can immediately engage your employees.
Convert Customers
As you continue looking at goals, explore how you can boost conversion. This may require a deep analysis of how to get the most out of your traffic, driving more clicks, increasing sign-ups, and escalating sales.
It also may dovetail with providing customer service training to increase a personalized approach. If you’ve been experiencing a lot of churn and retraining, you may want to consider outsourcing training to a professional provider. This can reduce stress while enabling you to objectively evaluate training effectiveness.
Drive Revenue Growth
In addition to conversion, this “bottom of the funnel” phase is a time to emphasize value. Revisit and refine your email marketing to make sure that you’re providing valuable insights that match what people truly are seeking. Explore ways to offer exceptional value in line with the hopes and issues your core demographic is experiencing.
At the same time, review your social ads to increase customer lifetime value. Explore ways to cross-market services that may appeal to the evolving needs of your customers.
The big secret about goal setting for customer service? Break down the big ocean of digital marketing into bite-size chunks. Identify your goals for each stage. Get expert help for the parts you don’t want to handle. By balancing detail and the big picture, you’ll navigate a successful journey and achieve your growth goals.
