Let’s face it. We are in a war against time and numbers. The competition is fierce and all of us must use every resource available to keep up and stay ahead with our email marketing campaign strategies. Ironically, one thing has not changed. A business thrives or takes a dive, depending on their customer service.

What we email marketers fail to remind ourselves about is that at the end of the day it is the customer, not us that hold the power. They sit on the ROI throne. There are many voices and offers knocking at their door, so they know that they hold the upper hand. Without a good client base, no email marketing campaign can be successful; no business can remain, and continue to grow.

Effective and strategic online business marketing campaigns are like planning a party with gifts and surprises. But planning this party with bad customer service means you when you show up, you will be the only guest. That’s no fun and sure as heck is not profitable. Like I said, the customer can makes or breaks your business. So we need to get back to the basic foundation of good old fashioned customer service.

The Best E-Campaigns Never Replace Good Customer Service

The Internet’s voice is loud and clear. The internet has become a steady source of income, marketing, networking and social media building for all business email marketers. But it can also turn like a trusted pet, becoming a source of repeated negativity when dealing with unhappy consumers via the Web. It’s like that bunny rabbit with the Duracell battery; it just keeps on going and going and going. Whether a true criticism or not, once posted, it can create a domino effect as it gathers readers all over the world. In this revolutionary age of lightning fast communication, we need that communication to be as positive and helpful as possible.

The table has turned, for in the electronic age, this is the age of the consumer and their voice. They now have immediate access to voice their opinions, good and bad, traveling the entire world within just seconds. Now everyone can hear about their complaints and problems. They are not vulnerable and helpless anymore.

Social Media Does not Replace a Bad Customer Experience

Social Media is hot. Everyone is blogging and tweeting everywhere. But if you are only about your bottom line, don’t go there. By using social media, you are giving an open door and giving ear to your clients and prospects to actually communicate with you, in an open and casual environment. The keyword phrases here: - Are you a good listener? Do you want to hear them and respond to them honestly?

Email marketing campaigns are directed at people. We spend our strategies on catchy subject lines, clear and concise call to actions, great content and the list goes on. This is good, acceptable strategy, but hello to direct and open dialogue for 2010 - deemed “The Age of 24/7 Accessibility.”

B2B and B2C Marketing channels are changing constantly, especially by using Social Media. Our methods and strategies must be reevaluated and change with the growing need and obsessions with twitter tweets, facebook, and blogs. Our clients want to talk to us and we must respond. No longer an obscure label or brand name, we now emerge as people, with our own voice and opinions, entering the conversational arena of direct communication at all cost.

How we listen and respond is not only being judged by our customers, clients, and prospects, but by Cyberspace itself. Its timeless Internet vault will store our actions and words forever. A blessing and curse at the same time. Let’s use these tools to our advantage and re-examine and create a new Customer Service Bible for 2010.

Customer Commandments - Thou Shall

1. Listen and hear them.
2. Identify and anticipate their need and requests.
3. Let them know they are valued and appreciated.
4. Provide quality service at all times.
5. Be dependable with deadlines. Stand by your promises.
6. Follow up - don’t leave clients in limbo.
7. Always have a spirit of “how can I help you?”
8. Admit your mistakes, when necessary. Have humility.
9. Go beyond their expectations. Not everything is money.
10. Encourage feedback. Hey, you might get some fresh ideas from them.
11. Focus on building loyal and sustainable clients - not just numbers.

Don’t neglect your employees. Without them, where would you be?

One of the most important areas when growing a successful and strong e-marketing Internet presence is, and will always be, the development and establishment of good customer service. The bottom line simply boils down to this and this alone - relationships. How do you treat them? Remember, reputation precedes your voice.

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