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DUBLIN, IRELAND, October 08, 2014 /24-7PressRelease/ -- According to new research, the impact of a 10 percentage point increase in a company's customer experience can translate into more than $1 billion. Irish marketing agency, Ace 8 Media therefore say that businesses must step up in order to stand out from competitors and guarantee success when it comes to delivering customer service. "We strictly follow the C.A.R.E principle here at Ace 8 Media - call customers by their names, be attentive to their needs, respond to them well and evaluate next steps", insists the firm's managing director.
"Calling customers by their names should be the most natural thing," says Ace 8 Media's MD. "It is so easy to do and can make an enormous difference on how consumers see your business, and yet many firms fail to recognise the importance of making a customer feel like a person, rather than just a number." Ace 8 Media feel that mentioning someone's name at least three times during a conversation is what makes all the difference and creates a personalised experience, showing people that the business really cares about them.
Ace 8 Media's MD believes that it all comes back to attention to detail. "It is absolutely crucial to stay organised. Client records should be filed appropriately, customer information tracked and easy to access and any orders should be sent out as quick as possible and correctly," explains Ace 8 Media's MD. The firm believes that being attentive is absolutely crucial in order to show customers that their interest in the product or service is appreciated and important to the business.
Furthermore, it is crucial to respond to customers in a very efficient manner. Ace 8 Media have made it a rule to respond to any customer query within a maximum of four hours during business hours. Ace 8 Media's MD believes that it is crucial to resolve things quickly.
Ace 8 Media believe that following up with consumers after a purchase is extremely important. Should the customer not be satisfied with the purchase, an after-purchase consultation can take place. A quick service recovery is likely to be impressive to the consumer and this may just be the reason for them to come back. Ace 8 Media's MD also insists that the feedback directly coming from consumers is most valuable to a business. It allows a firm to evaluate if their current strategy is a success or if changes need to be made in order to stay on target.
Ace 8 Media have made it their mission to show consumers how much they C.A.R.E. The firm's sales force meets consumers on a face-to-face basis. They listen actively when they engage with people, use their names and listen carefully to what consumers have to say. "We even take notes, so we can provide them to our clients," says Ace 8 Media's MD. "Imagine you buy a product or service for your dog called Lucy and when you receive the product delivered to your doorstep, there is a personal note saying 'Dear... It was a pleasure meeting you. We hope Lucy will enjoy her new toy.'" Ace 8 Media's MD continues: "It is only an example, but really shows the impact of personalised customer service. Caring means showing consumers that they are so much more than just a number."
Due to their strong focus to provide an excellent customer experience, Ace 8 Media were asked by their clients to expand into further markets other than Dublin by the end of this year. Ace 8 Media's clients have understood the trend that in the coming years the customer experience determines a company's success. According to the Customers 2020 Report, the customer experience is expected to overtake price and product as the key brand differentiator.
About Ace 8 Media: http://www.ace8media.com/home/about/
Ace 8 Media is an outsourced sales and direct marketing firm located in Dublin. The firm specialises in delivering a high ROI through improved customer acquisition, brand loyalty and brand awareness.
Follow @Ace8Media on Twitter and 'Like' them on Facebook.
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