We’ve been talking a bit about branding and customer service – about how they are inter-related and can impact your overall business. In this interview with Lane Becker, co-founder of Get Satisfaction, he discusses customer service as the new marketing with interviewer Joshua-Michele Ross from O’Reilly:
In the interview, Lane points out that customer service has traditionally been considered “customer-avoidance”. Metrics measure customer service were about treating customers as numbers and closing as many issues as quickly as possible (problem tickets and time on the phone). If customers didn’t like how you treated them, there was little they could do. The Internet has changed that by allowing a disgruntled customer to reach millions of people (as well as satisfied customers). So there is a huge opportunity now for very cheap and powerful marketing through good customer service. Thinking about customer service as part of marketing can help change corporate attitudes and open the doors to meaningful conversations with your customers.
If you have questions for Lane, you can post comments on the original blog post.
What opportunities does your company have for good customer service?
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