Everyone says customers are first, but so few deliver on that idea. If you are just slightly better than average delivering customer service, you are already most of the way there. Regardless of whether your customer is engaging with you in email, on social media, or elsewhere, they should feel at home, as if everything were made for them – because it is.
High-touch marketing involves ensuring that you increase the human factor in all your marketing efforts. Even though most of your business may be conducted online today, your customers still value social interaction, and because of this fact, high-touch marketing methods can be the differentiator for your business.
If you’re online long enough and are active enough, eventually you’re going to get negative comments. In some ways getting your first negative comment is a watershed moment for your business. In some ways, it means you’ve arrived. You got enough attention out there to upset someone. Probably it has nothing to do with you, but if it does, you can handle it, deal with it, and come out smelling like a rose.