Customer Service is the New Marketing
One of my colleagues at Mural just wrote and excellent post about a topic that we feel passionate about, which is that customer service is the new marketing.
As Brian Scates articulated, the Internet amplifies the voices of customers - whether positive or negative. This will weed out those businesses who are less responsive and focused on customer service and accelerate the growth and success of those that make it a core of their everyday operations.
Perhaps no one understands this better than another company and leader that I watch closely. Tony Hsieh (@zappos) who is CEO of Zappos embodies this with everything that he and his company does.
So what does this mean for small businesses? How do the keep abreast of and stay engaged with prospects and customers across the breadth of the web? We're trying to answer this question with CloudProfile. Through our Engagement Stream we enable anyone with a CloudProfile to engage with their customers in whatever channel works best for the customer.
We have a long ways to go, but we believe the mantra and will be working hard to build in improved features and responding to the needs of our own customers to help them embrace this trend rather than be threatened by it.
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