{"id":28775,"date":"2015-03-02T05:00:34","date_gmt":"2015-03-02T11:00:34","guid":{"rendered":"http:\/\/michaelhyatt.com\/?p=28775"},"modified":"2015-03-02T05:00:34","modified_gmt":"2015-03-02T11:00:34","slug":"customer-service-is-the-new-marketing","status":"publish","type":"post","link":"https:\/\/fullfocus.co\/customer-service-is-the-new-marketing\/","title":{"rendered":"Why Customer Service is the New Marketing"},"content":{"rendered":"<p>If you make a stellar product but don\u2019t provide stellar customer service, guess what you won\u2019t have? Very many customers.<\/p>\n\n<p>If you\u2019re looking for a competitive advantage in business, customer service is the answer. Why? It\u2019s like investing in both customer loyalty and your promotional budget at the same time. Customer service is the new marketing.<!--more--><\/p>\n<h3>What Wow Service Does for Your Business<\/h3>\n<p>Not long ago I was having trouble getting <a href=\"http:\/\/www.cyfe.com\">Cyfe<\/a> and <a href=\"http:\/\/michaelhyatt.com\/recommends\/mailchimp\">MailChimp<\/a> to work together. Cyfe is a business dashboard that collects and reports on your key performance indices. It integrates with many popular services like MailChimp and <a href=\"http:\/\/michaelhyatt.com\/infusionsoft\">Infusionsoft<\/a>.<\/p>\n<p>I contacted Cyfe customer support, and before long we had MailChimp support on the line as well.<\/p>\n<p>Instead of leaving me to figure out how to fix the integration, both support reps, even though they work for different companies, worked together to troubleshoot and solve my problem. They were very responsive and didn\u2019t give up until they solved it.<\/p>\n<p>As soon as they were done, I tweeted this.<\/p>\n<blockquote class=\"twitter-tweet\" lang=\"en\"><p>Just had an over-the-top customer support experience with <a href=\"https:\/\/twitter.com\/Cyfe\">@Cyfe<\/a> and <a href=\"https:\/\/twitter.com\/MailChimp\">@MailChimp<\/a>. I highly recommend both services.<\/p>\n<p>&mdash; Michael Hyatt (@MichaelHyatt) <a href=\"https:\/\/twitter.com\/MichaelHyatt\/status\/539903339883143168\">December 2, 2014<\/a><\/p><\/blockquote>\n<p><script async src=\"\/\/platform.twitter.com\/widgets.js\" charset=\"utf-8\"><\/script><\/p>\n<p>These guys focused on serving me and wowing me. At that point, I took responsibility for marketing them to my audience.<\/p>\n<h3>2 Sides of the Great Amplifier<\/h3>\n<p>I\u2019ve done that before on my blog with <a href=\"http:\/\/michaelhyatt.com\/the-wow-is-in-the-details.html\">Zappos<\/a>, <a href=\"http:\/\/michaelhyatt.com\/defending-your-brand-online.html\">Apple<\/a>, and others. And I\u2019ve done it on social media more times than I can possibly count. When I have a good experience, I talk about it. And I\u2019m not alone. We\u2019ve all done it, haven\u2019t we?<\/p>\n<p>But here\u2019s the thing: It works in reverse too. In the tweet for Cyfe and MailChimp, someone responded by <a href=\"https:\/\/twitter.com\/koco83\/status\/539904133818748930\">saying<\/a>, \u201cBudget [the rental company] certainly falls short in this category.\u201d<\/p>\n<p>Social media amplifies praise and complaints. I\u2019ve <a href=\"http:\/\/michaelhyatt.com\/customer-service-and-the-butterfly-effect.html\">complained here before<\/a> about terrible service I\u2019ve received. And when I see others raise a flag about a company\u2019s service or product, I take note.<\/p>\n<p>Lots do. And that\u2019s why good customer service is good marketing.<\/p>\n<h3>3 Undeniable Principles<\/h3>\n<p>We can break this down into three undeniable principles entrepreneurs and business owners cannot afford to miss.<\/p>\n<ol>\n<li><strong>Experience trumps price.<\/strong> There are really only two factors in a purchase: (1) Do I have enough money? (2) Will this product improve my situation? With the first, the only competitive advantages are in cutting prices or raising them to boost perceived value. But the second is wide open for the kind of wow service that sets you apart.\n<\/li>\n<li>\n<p><strong>Customers love to talk.<\/strong> We love to talk about our experiences, and that goes for our customer experiences. We want to share what excites us\u2014and we also want to share what infuriates us. The thing companies need to remember is news spreads whether a customer is praising or venting.<\/p>\n<\/li>\n<li>\n<p><strong>Social media turns up the volume.<\/strong> In the old days a customer complaint couldn\u2019t travel very far. But social media has permanently changed that. Companies need to think twice about turning a disgruntled customer\u2019s 200 Facebook friends into a bad PR agency. Instead, they should make it their mission to turn those people into free promoters of their products and services.<\/p>\n<\/li>\n<\/ol>\n\t\t<aside class=\"tweetable tweetalign_center\" style=\"width:100%\">\n\t\t\t<blockquote>\n\t\t\t\tSocial media means that good customer service is the same as good marketing.<cite>Michael Hyatt<\/cite>\n\t\t\t<\/blockquote>\t\t\t<ul class=\"actions\">\n\t\t\t\t<li class=\"icon-arrow\"><a class=\"icon-twitter\" href=\"https:\/\/twitter.com\/intent\/tweet?source=tweetbutton&text=Social%20media%20means%20that%20good%20customer%20service%20is%20the%20same%20as%20good%20marketing.%20https%3A%2F%2Ffullfocus.co%2F%3Fp%3D28775&via=michaelhyatt\" title=\"Share Quote on Twitter\" target=\"_blank\">Tweet<span> Quote<\/span><\/a><\/li><\/ul><\/aside>\n<p>It\u2019s hard to go wrong by serving customers with excellence. And increasingly it might be the difference between success and failure.<\/p>\n<p>To win in this environment, entrepreneurs and others business owners need to think past the quality of their products and services and strive for excellence in the total customer experience.<\/p>\n<div class=\"reminder\">What\u2019s the best and\/or worst customer service experience you\u2019ve ever had?<\/div>\n","protected":false},"excerpt":{"rendered":"<p>If you make a stellar product but don\u2019t provide stellar customer service, guess what you won\u2019t have? Very many customers. If you\u2019re looking for a competitive advantage in business, customer service is the answer. Why? It\u2019s like investing in both customer loyalty and your promotional budget at the same time. Customer service is the new [&hellip;]<\/p>\n","protected":false},"author":8,"featured_media":28777,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[655],"tags":[788,899,597,900,901,329,902],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.1 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Why Customer Service is the New Marketing - Michael Hyatt<\/title>\n<meta name=\"description\" content=\"Want a competitive advantage? Customer service is your answer. Why? 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