Comments on: Customer Service is the New Marketing http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/ Social media monitoring tools, social media engagement software and social CRM and marketing from the industry leader in social analytics. Fri, 10 Feb 2012 21:26:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: acne orsak dålig kost http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-20198 acne orsak dålig kost Sat, 10 Sep 2011 02:37:23 +0000 http://www.radian6.com/?p=3931#comment-20198 <strong>acne orsak dålig kost...</strong> [...]g Not sure I cosign with everthing, but some interesting views on the subject of[...]... acne orsak dålig kost…

[...]g Not sure I cosign with everthing, but some interesting views on the subject of[...]…

]]> By: Modern Dental Practice Marketing » Blog Archive » Customer Service is the New Marketing & Reputation Management http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-3987 Modern Dental Practice Marketing » Blog Archive » Customer Service is the New Marketing & Reputation Management Tue, 08 Mar 2011 23:29:24 +0000 http://www.radian6.com/?p=3931#comment-3987 [...] The email stated: “In today’s social media world, it has become increasingly true that customer service is the new marketing. Now when your customers frequent your business, they not only talk to their friends and family, [...] [...] The email stated: “In today’s social media world, it has become increasingly true that customer service is the new marketing. Now when your customers frequent your business, they not only talk to their friends and family, [...]

]]> By: Six Truths About Marketing With Social Media | http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-3985 Six Truths About Marketing With Social Media | Thu, 24 Jun 2010 18:29:37 +0000 http://www.radian6.com/?p=3931#comment-3985 [...] It’s not a one-trick pony, so don’t treat it like one. 2.  Customer Service Is the New Marketing [...] [...] It’s not a one-trick pony, so don’t treat it like one. 2.  Customer Service Is the New Marketing [...]

]]> By: Teresa Basich http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-9111 Teresa Basich Tue, 18 May 2010 02:36:40 +0000 http://www.radian6.com/?p=3931#comment-9111 Hey all, Thank you so much for the wonderful comments! I think this just proves how integral good customer service is to a good business. It's simple, but businesses tend to put customer service in a corner instead of making customer service a cornerstone of their mission. Steve, we're really aiming to tie together social media and customer service in a much bigger way, and hopefully we'll all start seeing some more solid examples of how this sort of investment is paying off, too. This is starting to click, but there's so much more work to be done to show the value of tying social strategies and channels to customer service initiatives. Hey all,

Thank you so much for the wonderful comments! I think this just proves how integral good customer service is to a good business. It's simple, but businesses tend to put customer service in a corner instead of making customer service a cornerstone of their mission.

Steve, we're really aiming to tie together social media and customer service in a much bigger way, and hopefully we'll all start seeing some more solid examples of how this sort of investment is paying off, too. This is starting to click, but there's so much more work to be done to show the value of tying social strategies and channels to customer service initiatives.

]]> By: Teresa Basich http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-3973 Teresa Basich Tue, 18 May 2010 02:36:40 +0000 http://www.radian6.com/?p=3931#comment-3973 Hey all, Thank you so much for the wonderful comments! I think this just proves how integral good customer service is to a good business. It's simple, but businesses tend to put customer service in a corner instead of making customer service a cornerstone of their mission. Steve, we're really aiming to tie together social media and customer service in a much bigger way, and hopefully we'll all start seeing some more solid examples of how this sort of investment is paying off, too. This is starting to click, but there's so much more work to be done to show the value of tying social strategies and channels to customer service initiatives. Hey all,

Thank you so much for the wonderful comments! I think this just proves how integral good customer service is to a good business. It's simple, but businesses tend to put customer service in a corner instead of making customer service a cornerstone of their mission.

Steve, we're really aiming to tie together social media and customer service in a much bigger way, and hopefully we'll all start seeing some more solid examples of how this sort of investment is paying off, too. This is starting to click, but there's so much more work to be done to show the value of tying social strategies and channels to customer service initiatives.

]]> By: Steve Dodd http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-3972 Steve Dodd Mon, 17 May 2010 14:27:59 +0000 http://www.radian6.com/?p=3931#comment-3972 Teresa, this is so absolutely on target! There has been so much discussion lately about ROI in Social Media but it is all focused on sales and marketing performance stats. People don't seem to be thinking too much about customer service as a key SM business driver that has very distinct metrics and significant business value ROI. L.L. Bean has been the master of customer service for years and certainly has adopted technology to deliver value to customers. Zappos is obviously a significant example as well. The one I like to use is Dell. Dell gets heavily promoted in SM circles for their sales activities in SM but their major application for SM is their customer service channels. Caterpillar is another great example of customer service and community building through SM. I personally believe this is the hidden gem of Social Media and would love to see more examples showing this value proposition and how companies substantiate this investment. Teresa, this is so absolutely on target! There has been so much discussion lately about ROI in Social Media but it is all focused on sales and marketing performance stats. People don't seem to be thinking too much about customer service as a key SM business driver that has very distinct metrics and significant business value ROI. L.L. Bean has been the master of customer service for years and certainly has adopted technology to deliver value to customers. Zappos is obviously a significant example as well. The one I like to use is Dell. Dell gets heavily promoted in SM circles for their sales activities in SM but their major application for SM is their customer service channels. Caterpillar is another great example of customer service and community building through SM.

I personally believe this is the hidden gem of Social Media and would love to see more examples showing this value proposition and how companies substantiate this investment.

]]> By: Steve Dodd http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-9110 Steve Dodd Mon, 17 May 2010 14:27:59 +0000 http://www.radian6.com/?p=3931#comment-9110 Teresa, this is so absolutely on target! There has been so much discussion lately about ROI in Social Media but it is all focused on sales and marketing performance stats. People don't seem to be thinking too much about customer service as a key SM business driver that has very distinct metrics and significant business value ROI. L.L. Bean has been the master of customer service for years and certainly has adopted technology to deliver value to customers. Zappos is obviously a significant example as well. The one I like to use is Dell. Dell gets heavily promoted in SM circles for their sales activities in SM but their major application for SM is their customer service channels. Caterpillar is another great example of customer service and community building through SM. I personally believe this is the hidden gem of Social Media and would love to see more examples showing this value proposition and how companies substantiate this investment. Teresa, this is so absolutely on target! There has been so much discussion lately about ROI in Social Media but it is all focused on sales and marketing performance stats. People don't seem to be thinking too much about customer service as a key SM business driver that has very distinct metrics and significant business value ROI. L.L. Bean has been the master of customer service for years and certainly has adopted technology to deliver value to customers. Zappos is obviously a significant example as well. The one I like to use is Dell. Dell gets heavily promoted in SM circles for their sales activities in SM but their major application for SM is their customer service channels. Caterpillar is another great example of customer service and community building through SM.

I personally believe this is the hidden gem of Social Media and would love to see more examples showing this value proposition and how companies substantiate this investment.

]]> By: melissaattree http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-9109 melissaattree Fri, 14 May 2010 20:50:29 +0000 http://www.radian6.com/?p=3931#comment-9109 This is *it*! Word of Mouth has always been the most effective marketing tool. What I love about social media is that you can 'see' WOM in action and identify your brand fans or foes...priceless. Many brands seem to forget that social media is all about people talking to people...they're just using new tech platforms to do it. Back to basics, full circle - thanks for a cool article that reinforces the core principles of great cust service and marketing. This is *it*! Word of Mouth has always been the most effective marketing tool. What I love about social media is that you can 'see' WOM in action and identify your brand fans or foes…priceless.
Many brands seem to forget that social media is all about people talking to people…they're just using new tech platforms to do it.
Back to basics, full circle – thanks for a cool article that reinforces the core principles of great cust service and marketing.

]]> By: melissaattree http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-3971 melissaattree Fri, 14 May 2010 20:50:29 +0000 http://www.radian6.com/?p=3931#comment-3971 This is *it*! Word of Mouth has always been the most effective marketing tool. What I love about social media is that you can 'see' WOM in action and identify your brand fans or foes...priceless. Many brands seem to forget that social media is all about people talking to people...they're just using new tech platforms to do it. Back to basics, full circle - thanks for a cool article that reinforces the core principles of great cust service and marketing. This is *it*! Word of Mouth has always been the most effective marketing tool. What I love about social media is that you can 'see' WOM in action and identify your brand fans or foes…priceless.
Many brands seem to forget that social media is all about people talking to people…they're just using new tech platforms to do it.
Back to basics, full circle – thanks for a cool article that reinforces the core principles of great cust service and marketing.

]]> By: Sara Kate http://www.radian6.com/blog/2010/05/customer-service-is-the-new-marketing/#comment-3970 Sara Kate Fri, 14 May 2010 20:50:00 +0000 http://www.radian6.com/?p=3931#comment-3970 This is absolutely true. I think that customer service is truly the original marketing. After all, what better than the recommendation of a satisfied customer? Or, even better perhaps, an unsatisfied customer whose experience was improved through customer service? You mentioned L.L. Bean as one of the best companies for customer service and, as someone who grew up frequenting the store in Freeport, Maine and whose house was full of clothes, camping gear, and other practical goods from L.L. Bean I can attest to why they are great: 1. They have <b>quality products</b>. These products are something you can trust and believe in. If anything ever happens to them, there is a lifetime guarantee, so you can either return it to the store or ship it back and the company will either fix the original or, if it is not fit to repair, they will send you a new one. Honest. 2. They have great <b>employee benefits and a good working atmosphere</b>. Ever wonder why their employees work so hard? Because they are working for a company that not only pays the bills, but cares about the employee being able to pay the bills, get the health care s/he needs, time off that s/he deserves. Clearly their customer service comes from a place of trust and appreciation. Were I to own and operate a business, that's exactly the kind of company I would want to run - one that benefits the employees, the customers and myself. This is absolutely true. I think that customer service is truly the original marketing. After all, what better than the recommendation of a satisfied customer? Or, even better perhaps, an unsatisfied customer whose experience was improved through customer service?

You mentioned L.L. Bean as one of the best companies for customer service and, as someone who grew up frequenting the store in Freeport, Maine and whose house was full of clothes, camping gear, and other practical goods from L.L. Bean I can attest to why they are great:
1. They have quality products. These products are something you can trust and believe in. If anything ever happens to them, there is a lifetime guarantee, so you can either return it to the store or ship it back and the company will either fix the original or, if it is not fit to repair, they will send you a new one. Honest.
2. They have great employee benefits and a good working atmosphere. Ever wonder why their employees work so hard? Because they are working for a company that not only pays the bills, but cares about the employee being able to pay the bills, get the health care s/he needs, time off that s/he deserves.
Clearly their customer service comes from a place of trust and appreciation. Were I to own and operate a business, that's exactly the kind of company I would want to run – one that benefits the employees, the customers and myself.

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