Your Customer Service is Your Marketing

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customer service marketing

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Hosted by
James Breese

Everyday Athlete. Founder of @strengthmatters. Love snowboarding, cricket, Manchester United, the mountains, coffee and trail running.

Ever wondered why some fitness businesses excel in customer service marketing, seamlessly blending client care with effective promotion? Tune in to our latest podcast episode where we chat about the magic of turning top-notch customer service into your best marketing tool.

Packed with real stories, helpful tips, and a bit of humor, this episode is a must-listen for anyone looking to boost their fitness business by keeping clients happy and coming back for more. Hit play now and let’s get the conversation started!

Your job in business is not just about getting customers, but keeping them happy.

Josh Kennedy

Timeline Summary:
00:23Importance of Keeping Customers 01:23Evolution of Customer Service 03:27The Great T-Shirt Debacle 06:01Instant Response Necessity 09:35CRM Tools for Fitness Pros
Key Takeaways:
  • Customer Retention is Crucial: Focus on keeping customers happy as much as attracting new ones.
  • Customer Service Evolution: From a standout feature in the 2000s to a fundamental expectation in 2024.
  • Real-Life Challenges: Learn from the ‘Great T-Shirt Debacle of 2017’ and the importance of reliable delivery systems.
  • Rapid Response Expectation: In the fitness industry, responding to customer inquiries promptly is vital.
  • Professional Communication: Direct private queries to a professional email for effective management.
  • Importance of CRM Systems: Utilize tools like Front, Intercom, or Zendesk for organized customer service.
  • Consistency and Reliability: Be consistent in your responses and follow a streamlined process.
Websites and Links Mentioned:

It’s far easier and cheaper to keep a customer or a client than to get new ones.

James Breese

Responding to clients within 24 hours is a mark of professionalism in the fitness industry.

Andrew Wallis

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