Marketing needs to be concerned with the entire customer experience
Customer service may have always been technically important, but today it is amplified by the power of “word of click“.
Customer service is more important to a companies marketing strategy today than many companies realize. Because of brand exposure via social media, marketing needs to be concerned with the entire customer experience.
When customer service is lacking, marketing then has an added burden of reputation management – tracking and responding to negative reviews.
Having the best marketing being executed to drive inbound leads and new clients is a great thing. But if paired with average customer service, one bad review or customer experience can turn all your marketing into a wasted effort.
Before your business finds itself in this situation, make it a priority to provide an experience that your customers will be happy to acknowledge publicly with quality reviews and referrals.
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Forget marketing without the entire customer experience — https://www.torbenrick.eu/t/r/yrl
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About The Author
Experienced senior executive, both at a strategic and operational level, with strong track record in developing, driving and managing business improvement, development and change management. International experience from management positions in Denmark, Germany, Switzerland and United Kingdom