How to Keep Your Marketing (and Customer Service) Rocking With Call Tracking

Old rockers remembering the glory days
The 1970s and 1980s are known for introducing the world to unforgettable trends like bell bottoms, lava lamps, big hair, cult classic films and an excess of neon. But perhaps the greatest gifts of the ’70s and ’80s are some of the greatest rock songs of all time. 

Reminiscing about the glory days got us thinking about some of the business lessons we can learn from our favorite hits.

If you’re someone who takes a good, hard look at your business and thinks, “Hmm, we could definitely stand to improve our marketing and customer service, but how? Can someone show me the way? Can anyone gimme three steps?” You’re in luck, savvy businessperson. We’ll give you not three, but four steps on how to increase your marketing ROI and keep your customers happy. Pay attention, because you don’t want to miss a thing.

Decide What Is and What Should Never Be

When it comes to marketing, you always want to hit [the target market] with your best shot. Right? Well, there are always campaigns that produce better results than others. The problem is determining which marketing activities are performing the best, and which are just bad medicine. Luckily, there are ways to improve your overall marketing effectiveness.  

Research indicates that about 66 percent of small businesses recognize phone calls as their most beneficial form of incoming lead, so call tracking is a great way to analyze your marketing performance. Applying unique toll-free numbers (TFNs) to individual campaigns and tracking the resulting calls can give you a direct indication of how productive your various marketing campaigns are. This allows you to focus on your best campaigns, and, of course, go separate ways with your underperforming marketing activities. 

Recover Opportunities You Thought Were Already Gone 

Thump. Thump. Thump. Another one bites the dust. Do you ever notice some of your leads disappear? Whether it was just something that happened in the heat of the moment or a recurring issue, your employees are losing leads you can’t afford to lose. Where are they going? If you can’t answer that question, your customers might go crazy on you, and your company will begin free fallin’ fast.

The solution? Use the services of call evaluation professionals to screen your employees’ calls for potential lost opportunities stemming from call handling errors. Any calls deemed mishandled are flagged and reported to supervisors. From there, the supervisor can notify the appropriate employee and attempt to recapture the lost lead.
Wooaaaaah, we’re halfway there. (You knew that was coming.) 

Make Customer Service Your Pride and Joy

As a manager, it’s natural to assume your employees are performing at their best all of the time. Sadly, you know that every rose has its thorns, right? Even if you think your customer service is already stellar, it can always improve. Fortunately, there are plenty of ways to improve customer service so that you can have some peace of mind.

If you have a car dealership, a highly interactive training program aimed at improving employees’ telephone skills can really enhance your customer service and even your bottom line. With the help of calls recorded by your call tracking software, professional instructors should be able to provide customized exercises to develop your employees’ selling skills and teach them to build trust with customers.

Chase Down New Leads With the Eye of the Tiger

Beat it. Just beat it — the competition, that is. Whether your business has already established itself as a leader among its competitors or your company is still learning to fly, rival companies will frequently be burnin’ for you and your customers. In order for your business to continue maximizing its success, it’s imperative that you chase down new leads and capitalize on them.

Using a program that automatically scans calls for predetermined keywords can help you determine your top marketing campaigns, pinpoint any mentions of your competition and help you acquire new leads. Taking advantage of these services will allow your company’s ROI to continue to grow.

If only all business activities were as easy as quoting classic rock songs. We can all dream on about that. Comment below to let us know how your company is takin’ care of business!