More Evidence that Customer Service is The New Marketing
Further to my post earlier today on consumers expecting businesses to be not just present but fully interactive and engaged online, consumers are also looking for very specific types of interactions.
The consumers polled for the September 2009 study by Cone were interested in interactions with businesses that would keep them informed, provide product and services information and give incentives. Essentially, customers want help solving their problems and entertainment value was considered much less important.
This is no surprise to us. We have believed for a long time that Customer Service is The New Marketing.
Consumers talk to each other online and trust each other much more than traditional advertising. Businesses have the opportunity to step up and use new media tools to engage and support their customers and thrive from modern "word of mouth" in the process.
- 10 months ago
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