Is Customer Service the New Marketing? | Shep Hyken

CUSTOMER SERVICE AND MARKETING

Some companies are starting to think about customer service in terms of a marketing expense.  That’s a good thing.  It’s profitable to invest in customer service, and that return on a company’s customer service budget, including the training to support it, is showing a much larger return than the actual dollars invested.  Some companies have really taken this to heart, which leads to the question: Is customer service the new marketing?

I’m not sure that it can be considered the new marketing, but I do believe it has become an integral part of marketing – as well as sales – and a number of other departments.  More and more, companies are finally seeing customer service as something more than just a department or a call center and they are allocating the funds needed to make it part of their culture.

...

Lisez cet article : Is Customer Service the New Marketing? | Shep Hyken