Actually, I don’t think it’s so much an issue of marketing VERSUS customer service as it is an issue of using customer service to SUPPORT your marketing efforts, especially in social media. In fact, Richard Branson, of Virgin Group, puts together teams containing both marketing and customer service in his social media teams. That’s because […]
Customer delight represents a tool that can generate sustainable competitive advantage, thus supporting your marketing strategy. And, while customer satisfaction may be simply the ante necessary to get into the game, customer delight can create customer loyalty that translates into long-term profitability.
While we might be willing to accept broken promises from politicians, we don’t seem willing to make the same concessions to companies we do business with.
Developing an evolving marketing strategy to constantly create competitive advantage is the challenge facing businesses throughout the developed nations of the world. Experiential Marketing is the Next New Thing.