At ARMA, customer service is one of our tenets. It is part of our philosophy on how we interact with anyone we do business with. It is why we share ideas on customer service on this blog.
We came across an article in Adweek Magazine, a leading trade journal for the advertising industry, entitled “Customer Service as the Key Differentiator” by Joseph Jaffe. He articulated what we have argued here before, namely, that without good customer service, you will lose customers, in spite of great advertising and marketing. He argues that customers ARE the business, and that marketers have to consider them.
Jaffe even says the following:
My belief is that “customer service” (or “servicing customers” — it’s the same thing) is the new marketing, the new PR, even the new crisis communication.
Ultimately, Jaffe is arguing that customer service helps you keep and grow business and perhaps that is where you should be spending your marketing effort. We agree. Do yourself a favor and read the whole article.
Tags: Customer service and marketing, Customer Service as the Key Differentiator by Joseph Jaffe