Customer service is the new marketing

There’s a lot of buzz these days about the value of customer experiences. The gist of it is that your brand is not what you tell consumers it is. Your brand is made up of all the millions of micro-experiences customers have with your brand. The implication is that companies not only need to attract new customers and make sales, they have to be aware of what existing customers are saying to them or about them, and be able to respond quickly, in a personalized manner. This has the potential for creating positive experiences, which contribute to brand health. One effective way companies are doing this is by providing great customer service.
There is no end to the stories about angry, unhappy, dissatisfied customers (that blog about it) distressed about not receiving the support they need from customer service. And there’s nothing like bad service to damage a company’s brand. However, companies that surprise and delight customers with authentic human interactions, satisfying real or perceived needs, become beacons for best practices in customer support. Satisfied customers will communicate with their friends and loved ones, or broadcast across multiple online communities their satisfaction with a product or service, becoming brand evangelists. The flip side is that dissatisfied customers can and will widely broadcast their unhappiness with your brand, and they have the tools to do it quickly and easily.”