Uplifting Service - Blog

When should you spend more on service experience than on marketing your brand?

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When you are creating brand awareness, invest in marketing. But remember that the service promises you market must be backed up by a great service experience. Some say nothing is worse than marketing, creating demand, […]

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How to Turn an Airline Flight Delay into Customer Loyalty

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Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders.

A couple of months ago, I was on the wrong side of that equation…

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Five Reasons Why Customer Service and Service Culture are Marketing Conversations

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Mistaken marketing professionals believe that customer service is an operational issue. They think marketing’s job is to bring customers to the company and customer service is important only after their marketing magic is done. These misguided professionals focus with great intensity on brand building, advertising and promotions, but ignore the daily discipline of actually delivering excellent service.

Mistaken marketing professionals also believe that building a strong service culture is someone else’s job. They think that marketing focuses externally on prospects and customers, while culture is an internal matter, and therefore the responsibility of someone else, usually their colleagues in Human Resources.

These beliefs are outdated. This way of thinking is obsolete. Modern marketing professionals understand the vital role of service. And they understand that building a strong -service culture is a conversation that Marketing should lead.

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