Customer service is your best marketing
When thinking of marketing most people immediately think of advertising, marcom or public relations. But real marketing happens when you deal directly with your customers.
Take coffee shops for example. These days, nearly every street corner has a coffee shop. Competition is high and the product is not that differentiated. Sure some shops offer stronger coffee, darker brews or somewhat unique blends, but they are all selling the same basic product. Coffee.
So how do these vendors differentiate? Customer service and experience.
My wife and I live directly between two coffee shops, both 2 miles away. However, we only purchase coffee from one of the two shops. Even if we are shopping steps away from the other shop, we will drive all the way back to the “better” shop. Why? Simple. Customer service.
The store that remembers our name, what we order and goes the extra mile to deliver quality won our loyalty. But the real irony is that both shops are part of the same company. One focuses on customer service and the other on quantity.
What do your customers say about your marketing and customer service?
