The Intersection of Customer Service and Marketing
Posted by Becky Carroll on January 31, 2007
As you may have noticed, here at CustomersRock! I write about both customer service as well as marketing. In my opinion, every touch point is an opportunity to market to your customers. I would suggest, then, that everyone in your company who interacts with a customer is a “marketer”. Of course, we need to have marketing specialists! But we also need to ensure that each customer touch is giving the message we want to give about our products, services, and brand.
Customer service is one of the main points of interaction between company and customer. So let’s explore it together! On behalf of Maria Palma at CustomersAreAlways, CustomersRock! will be hosting the Carnivale of Customer Service on Monday, February 5. The theme will be Marketing through Customer Service.
Here’s how it works. To take part in the Carnivale, simply write a post on the topic of Marketing through Customer Service. When you are finished, email me at bcarroll7 at gmail dot com by Monday, February 5 at 12:00 PM Pacific Time. I will include a link to your post at the Carnivale here at CustomersRock (link love)!
Here are some ideas to get you started:
- How customer service reinforces the brand (or not!)
- How customer service impacts customer relationships
- How the words used in customer service affect customers
- How can customer service market to customers?
If you have a great customer service story, we’d love to hear about that as well; it is great marketing!
Thanks, and I look forward to reading your posts soon.
P.S. Check out this week’s Carnivale at CustomersAreAlways, featuring an article on customer service words from me, a company shoes/customer shoes story from Phil Gerbyshak of Make It Great!, and thoughts on voicemail from Meikah of CustServ.