Uniting Marketing Strategy and Client Experience With Micki Love

Uniting Marketing Strategy and Client Experience With Micki Love

Customer service is the new marketing strategy. So what can your business do to elevate the client experience and use it to drive results? 

Brands like Amazon and Zappos are focusing their efforts on incredible customer service to attract both new and loyal customers — because the client experience can make or break your business. If you have a bad experience with a brand, you’re likely to tell everyone you know to avoid that brand at all costs. On the other hand, if you have a great experience, you’re more likely to refer others in your network to that business. 

To help companies gain an edge, Micki Love works with them to develop customer service processes within their marketing strategy. No matter the marketing channel or type of client, Micki and the team at cj Advertising make sure that your company is set up to deliver excellent service every time.     

But what’s the main reason why clients don’t feel like their experience is up to par? Over the years, Micki and the team have conducted surveys to determine why clients are disappointed with a service. They discovered that 95% to 99% of the disappointment revolved around a lack of communication. So, Micki and her team went into action.

Using data, the cj Advertising team finds client pain points and crafts strategies to solve them. They’ve worked with many law firms to deliver a positive experience for every single client, fostering better forms of communication and improved satisfaction rates. And Micki has a few more tricks up her sleeve to help you turn your marketing strategy around through improved customer service.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Micki Love, President and Chief Brand Strategist of cj Advertising. Together, they talk about why customer service is so important, how specific marketing activities can improve the client experience, and why communication is key.

In this episode: 

• [1:41] Judd Shaw introduces his guest, Micki Love, and the topic of the day: utilizing advertising to increase customer service
• [4:11] Micki discusses cj Advertising and the services they offer
• [6:08] How customer service plays a role in cj Advertising’s marketing strategy
• [9:43] Why client communication is key for high satisfaction rates
• [12:35] Does the customer service process differ between types of cases?
• [15:30] cj Advertising’s video series — and how it improves communication between clients and the firm
• [20:05] How cj Advertising works with each individual firm to create a personalized strategy
• [24:22] Using data to track client preferences and drive results
• [28:59] cj Advertising’s handshake deal and why it works for law firms
• [34:02] Micki’s tips to get your message out to other prospective clients across media platforms

🎙️ Featured Guest 🎙️

Name: Micki Love

Short Bio: Micki Love is the President and Chief Brand Strategist of cj Advertising, a personal injury law firm marketing and consulting agency. She began her career as a runner for Hughes & Coleman, a small personal injury law firm in Kentucky, where she eventually moved up the ranks to COO. After nearly 30 years in the industry, Micki has gained unparalleled insight into marketing, strategy, management, and leadership. 

Company: cj Advertising

Connect: LinkedIn | Email

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