I recently enjoyed participated in a live online debate called, “Is Customer Service the New Marketing?” The event, hosted in a Google+ Hangout by the immensely talented Ashley Verrill of Software Advice, discussed how marketing and customer service have evolved in a world of the empowered customer.
I kicked off the discussion by talking about how the realities of business have changed over the decades. Once upon a time, businesses could count on marketers to add that patina of magic to your product, whether it was good, bad, or indifferent. A la Don Draper in the Lucky Strikes era, marketers could push the message that portrayed the brand they want to deliver.
But the Don Draper world is gone. Transparency is the new norm, and eager competition for your customers is just a click away.
What does this bode for the future — and the present — of your business? Check out the full discussion in the video here. (Sorry, my videocam wasn’t on speaking terms with Google +, as you’ll see, so try to visualize that my static headshot is actually bobbing up and down animatedly.)
Micah Solomon, author of “High-Tech, High-Touch Customer Service“, is a professional business conference keynote speaker, author, and the customer service expert termed by the Financial Post a “new guru of customer service excellence.” Solomon is a top keynote speaker, strategist, and consultant on customer service issues, the customer experience, and company culture — and how they fit into today’s marketing and technology landscape. An entrepreneur and business leader, he previously coauthored the bestselling “Exceptional Service, Exceptional Profit“
Keynote speaker, author, customer service speaker and customer experience consultant Micah Solomon (that’s me) is pleased to bring you this blog: College of the Customer. If you’ve looking for information on speaking and consulting, as well as videos, articles, and other resources, go here.