The Customer Service Institute of America (CSIA) is a globally recognized leader in customer service excellence. CSIA provides professional development, coaching, and certification programs to help organizations enhance service quality. It also organizes the International Service Excellence Awards, honoring companies and individuals for their outstanding commitment to customer service.
Marketing Objective
To position the Customer Service Institute of America (CSIA) as a global leader in customer service excellence through a multi-channel marketing approach. We focused on strengthening brand authority, expanding audience reach, and optimizing customer engagement through social media, email marketing, SEO, and thought leadership initiatives. By integrating these efforts, we aimed to increase organic visibility, enhance credibility, and drive long-term growth and industry influence.
Social Media
We developed a dynamic branded social media strategy for CSIA to enhance its online presence and engagement. Our approach included sharing company updates, celebrating student achievements, showcasing testimonials, and posting inspiring customer service quotes. We also featured interviews with the CEO and provided valuable educational content, including blog articles and e-books, to reinforce CSIA’s leadership in customer service excellence. Through this multi-faceted strategy, we strengthened brand visibility, fostered community engagement, and positioned CSIA as a trusted resource in the customer service training sector.
Email Marketing Campaigns
We developed multiple lead-nurturing campaigns tailored to different customer service courses, along with a dynamic, branded newsletter, special Service Excellence Awards announcements, and an engaging webinar series. Additionally, we implemented a graduate survey and testimonials campaign for CSIA. These strategic initiatives helped retain both clients and graduates, nurture new leads for each course, and established the organization and its CEO as a global thought leader in customer service.
Customer Service Blogs
We created a strategic blog campaign for the Customer Service Institute of America, delivering SEO-optimized, educational content designed to support and elevate the customer service profession. The blog series offered practical guidance on customer service best practices, leadership, and professional development—providing value to both frontline professionals and industry leaders. We also collaborated with prominent speakers and authors in the field to feature guest contributions that enriched the content and reinforced CSIA’s role as a go-to resource for customer service excellence.
Achievements
• Played a key role in positioning the CEO as a thought leader through educational publications, TV and podcast interviews, video series, webinars, and collaborations with customer service experts.
• Launched an SEO-informed blog campaign resulting in a 75% increase in organic website traffic and securing eight keywords on page one of search results within 15 months.
• Achieved a 30% growth in the newsletter subscriber list over 12 months and captured an email open rate that was 7% above the industry average.
• Established a graduate survey and testimonial program, resulting in an average of 2 new testimonials per month.
• Contributed to coordinating and promoting an International Service Excellence Awards program, attracting global brands such as Nasdaq, Draft Kings, Diversey, and AH.
Client Testimonial
If you are looking for an experienced, ethical professional who you can rely on to handle your marketing strategy and execution — look no further. I highly recommend Sandhya and Mandali Media!”
Christine Churchill
Founder/CEO, Customer Service Insititute of America