Naked Conversations: Why Support Matters

Naked Conversations: Why Support Matters
Shel Israel continues to confirm that customer support should be marketing driven and not regarded as just another cost of doing business:

“I go so far as to believe support should be a part of an enterprise marketing organization. It should not be treated as an ROI-depleting expense, but an opportunity to generate word-of-mouth marketing champions. For me this is an issue of emerging passion. In a world where companies and customers are having fewer and fewer face-to-face or voice-to-voice encounters, the imprint of the support line conversation is eclipsing the 30-second spot, the full-page ad and the ten city media tour in terms of perceptions and brand.”

Author: David Churbuck

Cape Codder with an itch to write

0 thoughts on “Naked Conversations: Why Support Matters”

  1. Yes, your customer service reps whether they are in a retail store or on the phone, are the voice of the company. We should never take them for granted and view them as a cost center. They are not. They are the last line of defense in customer defections. If the upfront advertising or the product was perfect, there wouldn’t be any complaints.

    PardonMyFrench,

    Eric

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