Author - DLM Marketing

The importance of good customer service

The importance of customer service

Do you know who your customers are and why they choose to purchase from you?

Great customer service is the key to building a good relationship with your customers. Acknowledging your customers and creating a helpful and friendly environment will ensure they leave with a great impression.  A happy shopper will return often and is likely to spend more.

To ensure you provide the best customer service:customer

  • Know what your customers consider to be good customer service
  • Take the time to find out customers’ expectations
  • Follow up on both positive and negative feedback you receive
  • Ensure that you consider customer service in all aspects of your business
  • Continuously look for ways to improve the level of customer service you deliver.

To build good customer relationships you need to:

  • Greet customers and approach them in a way that is natural and fits the individual situation
  • Show people that you understand what their needs are
  • Accept that some people won’t want your products and concentrate on building relationships with those who do
  • Help people – even just letting a person know about an event that you know they’re personally interested in is helpful
  • Continue to keep people aware of what’s in it for them to do business with you.

If you want to provide the best customer service, all of your staff must have good communication and sales skills.
Listen to client complaints; you may learn something about your product or service. Let clients know that you appreciate feedback.
Know your products – where everything is located, brand names, place of manufacture and price. The more you know, the more confidence you can build in the customer.
Recognise product features. Turn these features into benefits for the customer. Ensure your staff can tell client about the product features and benefits.


Communication strategies in a noisy market

Communication strategies

Let’s face it – communication strategies are not as simple as they once were. The digital marketing revolution has changed the way companies market themselves. Every time you turn on a computer, tablet or mobile phone you are bombarded with marketing messages.  It does not matter what website you are visiting, it is almost impossible to avoid advertising.

So has the digital marketing revolution altered communication strategies?Communication strategies

Without a doubt it has impacted the way marketing professionals need to structure communication strategies.  People are becoming less and less influenced by traditional communication strategies. The reason for this is that there is so many marketing messages being pushed towards people that they have now developed the ability to ignore most of them.

Anyone running their own business can access multiple free tools to market their business online. There are email marketing tools, do it yourself drag and drop websites, social media, Google AdWords and the list of options and tools available is endless. This is one of the reasons the digital marketing revolution has increased the number of digital marketing campaigns.

DIY digital marketing

This is the scary part of all this DIY digital marketing. DLM Marketing employ professional, formally educated marketing professionals.  All work gets checked by both myself and Laura for quality before our customers receive it. Yes it may sound like this is just a sales pitch but the reason I have pointed this out is that a professional has the ability to develop a clear communication strategy that will work without fringing on any acts such as the trade practices act or spamming act.

A poorly designed and executed digital marketing campaign will most likely have little to no affect, or worse, land you in hot water with the law.

If you are still keen on saving some money and doing your own digital marketing campaigns, DLM Marketing suggests that you spend a little bit and get some advice first or allow us to provide you with a good clear communication strategy which you can mould your marketing material around.


Investing in your staff

Investing in your staff

Living a day without learning something is a day wasted. It does not matter if the knowledge gained through a good or bad scenario. In fact the day you stop learning is the day you stop living. WeMotivating staff should all pick up new skills, ideas, viewpoints and ways of working every single day.

The primary objective of any new business is purely to survive – you must establish that your business model works. One of the best ways to do this is by hiring exceptional staff that believes in your companies’ goals, you must also invest in your staff by helping them to develop their skills. You must understand that if your best people don’t grow within their careers as your business increases power and magnifies, staff will quickly lose interest for their work. Before you know it, you’ll be dealing with unsatisfied customers as well as unhappy employees.

Your employees’ craving to learn gives you and other entrepreneurs a competitive advantage over larger companies. Small companies are usually innovative, so they attract people who are keen to try different tactics and have rich ideas about how to do things differently, rather than employees who are working toward attaining a particular title.

You can take advantage of this by letting your employees run with their ideas – This is precisely the kind of training and profession that many creative people want: to be able to set challenging goals for themselves and then try to meet them, even if there’s a chance that they may fail. If you give your employees significant responsibilities, you will be surprised at what they will achieve – and in turn, you’ll win their loyalty and commitment.

Once you have created this culture of opportunity, your people will see that there is scope for them to move up within the company. They will then be more likely to strive to master their current positions so that they can be considered for promotion and further development.

If your employees need help with their technical skills, you’ll need to make up for your small budget by being smart about your training plans. Constantly improving and acquiring information technology skills is essential in many industries. If a number of your employees need the same training, consider alternate methods. Rather than sending 10 people to the same program, can you negotiate to bring a trainer in-house, keeping costs down? Instead of enlisting expensive private-training companies, can you find experts willing to give talks to your team? Can you reach out to your mentors, perhaps from contrasting backgrounds, to discuss the issues with your team? This could be more interesting — and more engaging — than traditional training.

Remember to stay on the lookout for new technologies and opportunities, and arrange seminars so that you and your employees can explore them, even if you’re not sure they can be immediately applied to your business. Who knows?  You could be onto the next big thing and your team will be one step ahead.


What is a competitive advantage?

What is competitive advantage?

Everyone has got their own idea on what a competitive advantage is. Virtually anything could be considered as a competitive advantage, e.g. greater profit margin, better return on resources, valuable resource such as brand reputation or exclusive capability in producing a specific product. Every company must have at least one advantage to effectively compete in the market. If a company can’t identify one or just doesn’t possess an advantage, competitors will soon outperform you and force your business to leave the market.
marketing science
There are many ways to achieve a competitive advantage two basic strategies for gaining an edge over your competitors are: cost or point of difference advantage. A company that is able to achieve dominance in cost or differentiation is able to offer consumers the products at lower costs or with higher degree of individuality and most importantly, is able to compete with its competitors.

Cost advantage – when a company can produce similar quality products or services but at lower costs. In this case the company can sell products at the same price as competitors but acquires higher profit margins because of lower production costs. The company that tries to achieve cost advantage is pursuing cost leadership strategy. Higher profit margins lead to further price reductions, more investments in process innovation and ultimately greater value for customers.

Differentiation advantage – Differentiation advantage is achieved by offering unique products and services and charging premium price for that. Differentiation strategy is used in this situation and company positions itself more on branding, advertising, design, quality and new product development rather than efficiency, outsourcing or process innovation. Customers are willing to pay higher price only for unique features and the best quality.

Regardless of what strategy your business adopts to achieve its competitive advantage you must ensure that you are able to measure and maintain your competitive edge over your competition.