How to Include Your Customer Support Team into Your digital Marketing Strategy
Organizational silos tends to be the biggest issue of big and small businesses preventing it from innovating.
That is quite understandable: It is hard to innovate your business or marketing operations when information exchange among different departments is hardly ever happening.
It is especially sad when your customer support team is isolated as that team is likely to have crucial insights to share with the rest of the company.
After all, your customer team is always at the forefront of customer interactions. For them your target audience is not mere numbers inside Google Analytics reports; they see and talk to real people on a daily basis.
Information exchange is crucial to a successful digital marketing strategy, and yet, the overwhelming majority of businesses (about 80% of those surveyed) say they lack any efficient process making cross-team information exchange possible.
If you really want to create a customer-centric digital marketing strategy, start by including your customer support team into your marketing:
1. Get your customer support team’s input on your buyers’ personas
Obviously, your customer support team talks to your customers on a daily basis. They are likely to know your target audience best!
With their help you can make more informed decisions when putting together your buyers’ personas.
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