Comments on: Customer Service is the New, New Marketing http://www.briansolis.com/2007/12/social-media-customer-service-20/ Defining the convergence of media and influence Mon, 21 May 2012 01:59:21 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: free customer service software http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-48831 free customer service software Thu, 01 Mar 2012 08:05:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-48831 Good sharing. Email marketing is still very efficient now. Good sharing. Email marketing is still very efficient now.

]]> By: The Importance of Customer Service for Bloggers | Marketing Customs Blog http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-47822 The Importance of Customer Service for Bloggers | Marketing Customs Blog Thu, 12 Jan 2012 19:27:55 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-47822 [...] bloggers and full-fledged business owners alike make the mistake of thinking that marketing and customer service are two separate and unrelated thin.... In reality, your customer service model is just as important to your overall marketing scheme as [...] [...] bloggers and full-fledged business owners alike make the mistake of thinking that marketing and customer service are two separate and unrelated thin…. In reality, your customer service model is just as important to your overall marketing scheme as [...]

]]> By: How would you scale online customer service and engagement? | //saara http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-45016 How would you scale online customer service and engagement? | //saara Sat, 17 Sep 2011 13:31:30 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-45016 [...] firmly believe in the “old” saying of Brian Solis from 2007: Customer service is the (new) marketing. New in parentheses because, it’s nothing new anymore that brands offer customer service [...] [...] firmly believe in the “old” saying of Brian Solis from 2007: Customer service is the (new) marketing. New in parentheses because, it’s nothing new anymore that brands offer customer service [...]

]]> By: Djohnson http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-40977 Djohnson Tue, 22 Mar 2011 21:25:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-40977 Trying to interact with customers online is definitely an important skill for all companies to have, but it cannot replace the critical experience that a customer will have with the company face to face. If a company has crabby employees answering phones or greeting customers there is no use of having a great website or Facebook account that is maintained flawlessly, customers won't visit it! Also, it is imperative to remember that there is still a huge segment of the population (the baby boomers) that aren't as familiar with online blogs, twitter feeds, or Facebook posts. For these customers, the only way they will give feedback is in store or over the phone. These critical aspects of customer service must be in place before a company can venture into the digital world. The way that a company can achieve greatness is by truly having a great team of employees. If a company can demonstrate that they value their employees and give them the tools to work with customers then the basis of their company will be solid. Trying to interact with customers online is definitely an important skill for all companies to have, but it cannot replace the critical experience that a customer will have with the company face to face. If a company has crabby employees answering phones or greeting customers there is no use of having a great website or Facebook account that is maintained flawlessly, customers won’t visit it! Also, it is imperative to remember that there is still a huge segment of the population (the baby boomers) that aren’t as familiar with online blogs, twitter feeds, or Facebook posts. For these customers, the only way they will give feedback is in store or over the phone. These critical aspects of customer service must be in place before a company can venture into the digital world.
The way that a company can achieve greatness is by truly having a great team of employees. If a company can demonstrate that they value their employees and give them the tools to work with customers then the basis of their company will be solid.

]]> By: The Jante Law’s effect on Customer Service in Sweden | Waallgren.se http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-37067 The Jante Law’s effect on Customer Service in Sweden | Waallgren.se Tue, 02 Nov 2010 07:30:38 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-37067 [...] good or rather great customer service is key to all businesses. Several well-known bloggers and pundits have underlined the importance of customer service as a cornerstone for good PR, marketing and [...] [...] good or rather great customer service is key to all businesses. Several well-known bloggers and pundits have underlined the importance of customer service as a cornerstone for good PR, marketing and [...]

]]> By: Are You Really Satisfying Your Customers? | Social Media Marketing http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-12766 Are You Really Satisfying Your Customers? | Social Media Marketing Wed, 06 Jan 2010 03:42:42 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-12766 [...] of differentiation is customer service. This itself isn’t (or shouldn’t be) news. Brian Solis and Valeria Maltoni both wrote that customer service is the new marketing a while back. Examples [...] [...] of differentiation is customer service. This itself isn’t (or shouldn’t be) news. Brian Solis and Valeria Maltoni both wrote that customer service is the new marketing a while back. Examples [...]

]]> By: briansolis http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-11591 briansolis Thu, 12 Nov 2009 23:27:38 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-11591 Phillippe, I really appreciate this comment. Thank you. Phillippe, I really appreciate this comment. Thank you.

]]> By: Philippe gadeyne http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-11590 Philippe gadeyne Thu, 12 Nov 2009 23:05:59 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-11590 For those of us who have always had the customer at the center of our priorities, customer service, listening and engaging our customers always was "THE"marketing. not the NEW marketing, not the OLD marketing, but THE marketing. When did marketers lose sight that the customer was the center of our world? I read tag lines like "Putting the public back into public relations" Who were marketers talking to? Themselves?<br>Called me old fashion, but I grew up in a family of entrepreneurs and business owners and the first thing I learned as a child is that the customer reigns, the customer put bread on the table and a roof on our head. I never forgot the Business 101 lesson and built my career on that principle.<br>There is nothing new in the fundamental principles of social media, it's about good business practices, it's about truly caring for your customers<br>A few things are new though, the tools are a lot more powerful than what we had in the past and social media gives the public a platform to voice their opinion thus forcing marketers to finally start listening or suffer consequences. In the past, the public's voice was muffled and marketers thought they could get away with not listening, social media gave the public a loud platform marketers can no longer ignore<br>In the old days, businesses did not have a choice, marketing, advertising was mostly local, very local, customers talked to each other, there was a balance and that balance generated respect and fear of word of mouth, with mass media, marketers gain an advantage over word of mouth and the public, social media restored the balance.<br>It's not new marketing, we have just come full circle and those of us who never lost track of these fundamental principles are finally getting some recognition For those of us who have always had the customer at the center of our priorities, customer service, listening and engaging our customers always was “THE”marketing. not the NEW marketing, not the OLD marketing, but THE marketing. When did marketers lose sight that the customer was the center of our world? I read tag lines like “Putting the public back into public relations” Who were marketers talking to? Themselves?
Called me old fashion, but I grew up in a family of entrepreneurs and business owners and the first thing I learned as a child is that the customer reigns, the customer put bread on the table and a roof on our head. I never forgot the Business 101 lesson and built my career on that principle.
There is nothing new in the fundamental principles of social media, it's about good business practices, it's about truly caring for your customers
A few things are new though, the tools are a lot more powerful than what we had in the past and social media gives the public a platform to voice their opinion thus forcing marketers to finally start listening or suffer consequences. In the past, the public's voice was muffled and marketers thought they could get away with not listening, social media gave the public a loud platform marketers can no longer ignore
In the old days, businesses did not have a choice, marketing, advertising was mostly local, very local, customers talked to each other, there was a balance and that balance generated respect and fear of word of mouth, with mass media, marketers gain an advantage over word of mouth and the public, social media restored the balance.
It's not new marketing, we have just come full circle and those of us who never lost track of these fundamental principles are finally getting some recognition

]]> By: briansolis http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-10570 briansolis Thu, 12 Nov 2009 15:27:38 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-10570 Phillippe, I really appreciate this comment. Thank you. Phillippe, I really appreciate this comment. Thank you.

]]> By: Philippe gadeyne http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-10569 Philippe gadeyne Thu, 12 Nov 2009 15:05:59 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-10569 For those of us who have always had the customer at the center of our priorities, customer service, listening and engaging our customers always was "THE"marketing. not the NEW marketing, not the OLD marketing, but THE marketing. When did marketers lose sight that the customer was the center of our world? I read tag lines like "Putting the public back into public relations" Who were marketers talking to? Themselves?<br>Called me old fashion, but I grew up in a family of entrepreneurs and business owners and the first thing I learned as a child is that the customer reigns, the customer put bread on the table and a roof on our head. I never forgot the Business 101 lesson and built my career on that principle.<br>There is nothing new in the fundamental principles of social media, it's about good business practices, it's about truly caring for your customers<br>A few things are new though, the tools are a lot more powerful than what we had in the past and social media gives the public a platform to voice their opinion thus forcing marketers to finally start listening or suffer consequences. In the past, the public's voice was muffled and marketers thought they could get away with not listening, social media gave the public a loud platform marketers can no longer ignore<br>In the old days, businesses did not have a choice, marketing, advertising was mostly local, very local, customers talked to each other, there was a balance and that balance generated respect and fear of word of mouth, with mass media, marketers gain an advantage over word of mouth and the public, social media restored the balance.<br>It's not new marketing, we have just come full circle and those of us who never lost track of these fundamental principles are finally getting some recognition For those of us who have always had the customer at the center of our priorities, customer service, listening and engaging our customers always was “THE”marketing. not the NEW marketing, not the OLD marketing, but THE marketing. When did marketers lose sight that the customer was the center of our world? I read tag lines like “Putting the public back into public relations” Who were marketers talking to? Themselves?
Called me old fashion, but I grew up in a family of entrepreneurs and business owners and the first thing I learned as a child is that the customer reigns, the customer put bread on the table and a roof on our head. I never forgot the Business 101 lesson and built my career on that principle.
There is nothing new in the fundamental principles of social media, it's about good business practices, it's about truly caring for your customers
A few things are new though, the tools are a lot more powerful than what we had in the past and social media gives the public a platform to voice their opinion thus forcing marketers to finally start listening or suffer consequences. In the past, the public's voice was muffled and marketers thought they could get away with not listening, social media gave the public a loud platform marketers can no longer ignore
In the old days, businesses did not have a choice, marketing, advertising was mostly local, very local, customers talked to each other, there was a balance and that balance generated respect and fear of word of mouth, with mass media, marketers gain an advantage over word of mouth and the public, social media restored the balance.
It's not new marketing, we have just come full circle and those of us who never lost track of these fundamental principles are finally getting some recognition

]]> By: Ali http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1635 Ali Thu, 04 Sep 2008 18:47:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1635 thanks! thanks!

]]> By: Brian Solis http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1634 Brian Solis Fri, 14 Dec 2007 05:01:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1634 Kami, thank you. You really are on top of the subject as well@<br/><br/>Anonymous, true, that should also be part of the equation.<br/><br/>onlineprguy, thank you!<br/><br/>Valeria, you too are an expert on the subject. So, thank you. You're right. There's a lot of pontification right now but very little understanding or experience.<br/><br/>Richard, interesting! I'll have to read it...thank you.<br/><br/>Becky, thank you. It is the future of business. <br/><br/>Tom, thank you. I'll take a look. There is a very active debate about whether or not outbound teams need to run their activities by legal or not. It depends on the company and the goals.<br/><br/>gauranomics, after talking with you at your blog, I think we're somewhat in agreement...of course customer service is the new marketing, just like any other element where companies get to talk with customers and hopefully earn their business and their loyalty. Kami, thank you. You really are on top of the subject as well@

Anonymous, true, that should also be part of the equation.

onlineprguy, thank you!

Valeria, you too are an expert on the subject. So, thank you. You’re right. There’s a lot of pontification right now but very little understanding or experience.

Richard, interesting! I’ll have to read it…thank you.

Becky, thank you. It is the future of business.

Tom, thank you. I’ll take a look. There is a very active debate about whether or not outbound teams need to run their activities by legal or not. It depends on the company and the goals.

gauranomics, after talking with you at your blog, I think we’re somewhat in agreement…of course customer service is the new marketing, just like any other element where companies get to talk with customers and hopefully earn their business and their loyalty.

]]> By: Gauravonomics http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1633 Gauravonomics Thu, 06 Dec 2007 19:28:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1633 Is customer service important? Yes. Is customer service more important than ever before? Yes. Is customer service the new marketing? Of course not!<br/><br/>Read my rather contrary post <a HREF="http://www.gauravonomics.com/blog/is-customer-service-the-new-marketing-of-course-not/" REL="nofollow">here</a>. Is customer service important? Yes. Is customer service more important than ever before? Yes. Is customer service the new marketing? Of course not!

Read my rather contrary post here.

]]> By: Tom O'Brien http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1632 Tom O'Brien Thu, 06 Dec 2007 16:46:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1632 Brian:<br/><br/>Great post - the really big challenge is for corporation to learn to speak in a human voice. Essentially this means letting real human beings interact without having to run their words by marketing or legal<br/><br/>The best way to know what people are saying? Listening! (That's part of what we do at MotiveQuest.)<br/><br/>More over here<br/><br/>http://humanvoice.wordpress.com/2007/12/06/customers-are-the-service/<br/><br/>Tom O'Brien<br/>www.motivequest.com Brian:

Great post – the really big challenge is for corporation to learn to speak in a human voice. Essentially this means letting real human beings interact without having to run their words by marketing or legal

The best way to know what people are saying? Listening! (That’s part of what we do at MotiveQuest.)

More over here

http://humanvoice.wordpress.com/2007/12/06/customers-are-the-service/

Tom O’Brien
http://www.motivequest.com

]]> By: Becky Rhone-Nowlan http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1631 Becky Rhone-Nowlan Thu, 06 Dec 2007 09:35:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1631 This is an excellent post. I really believe that what you are saying is in fact the future of business. It has become too prevalent in business to just satisfy the customer. <br/><br/>Especially businesses on the internet. It has become popular and sadly the norm to automate their customer service. I absolutely believe that those are the businesses that will get lost in the noise.<br/><br/>As all of the social network sites popping up (read web 2.0) show that people like to communicate with people.<br/><br/>The people who believe that customer service is boring will need to wake up and reorganize their thinking or get left behind.<br/><br/>Thanks for your well thought out insights. It's a pleasure seeing someone paying attention to the customer for a change.<br/><br/>becky@fortuneinthefollowup.com This is an excellent post. I really believe that what you are saying is in fact the future of business. It has become too prevalent in business to just satisfy the customer.

Especially businesses on the internet. It has become popular and sadly the norm to automate their customer service. I absolutely believe that those are the businesses that will get lost in the noise.

As all of the social network sites popping up (read web 2.0) show that people like to communicate with people.

The people who believe that customer service is boring will need to wake up and reorganize their thinking or get left behind.

Thanks for your well thought out insights. It’s a pleasure seeing someone paying attention to the customer for a change.

becky@fortuneinthefollowup.com

]]> By: Richard Stacy http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1630 Richard Stacy Wed, 05 Dec 2007 16:00:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1630 Agree - I have long been saying that in the future , marketing departments won't exist - there will be the conversation department and the story department. Prediction 6 in this rather lengthy article http://preview.tinyurl.com/3c79ac Agree – I have long been saying that in the future , marketing departments won’t exist – there will be the conversation department and the story department. Prediction 6 in this rather lengthy article http://preview.tinyurl.com/3c79ac

]]> By: www.Measuredup.com The last word in Customer Service http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1629 www.Measuredup.com The last word in Customer Service Tue, 04 Dec 2007 14:55:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1629 Could not agree with you more.<br/><br/>In fact, so much so, we created a customer service review site called Measuredup.com so that consumers and business would create conversations with each other. Could not agree with you more.

In fact, so much so, we created a customer service review site called Measuredup.com so that consumers and business would create conversations with each other.

]]> By: Valeria Maltoni, ConversationAgent.com http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1628 Valeria Maltoni, ConversationAgent.com Mon, 03 Dec 2007 20:06:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1628 As I reread "The Cluetrain Manifesto" I am astounded by how little progress we have made towards conversation -- both inside and outside organizations -- since 1999/2000.<br/><br/>I just wish more agencies took the time to understand community and social media dynamics. That is before they recommend it as a new way to get traction on a message/brand fast. As I reread “The Cluetrain Manifesto” I am astounded by how little progress we have made towards conversation — both inside and outside organizations — since 1999/2000.

I just wish more agencies took the time to understand community and social media dynamics. That is before they recommend it as a new way to get traction on a message/brand fast.

]]> By: onlineprguy http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1627 onlineprguy Mon, 03 Dec 2007 16:34:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1627 "...not anyone can jump in and solve problems. Companies need to create an internal game plan that officially assigns specific people who will go in and help customers."<br/><br/>I am seeing several firms rush into the social media sandbox without realizing just how much time and effort it takes to play there. Great article Brian. Vince “…not anyone can jump in and solve problems. Companies need to create an internal game plan that officially assigns specific people who will go in and help customers.”

I am seeing several firms rush into the social media sandbox without realizing just how much time and effort it takes to play there. Great article Brian. Vince

]]> By: onlineprguy http://www.briansolis.com/2007/12/social-media-customer-service-20/comment-page-1/#comment-1626 onlineprguy Mon, 03 Dec 2007 16:29:00 +0000 http://70.32.83.183/2007/12/03/customer-service-is-the-new-new-marketing/#comment-1626 "...not anyone can jump in and solve problems. Companies need to create an internal game plan that officially assigns specific people who will go in and help customers."<br/><br/>So very true; the amount of time to really live in social communities is vastly underestimated by many companies rushing in to play. Great article. “…not anyone can jump in and solve problems. Companies need to create an internal game plan that officially assigns specific people who will go in and help customers.”

So very true; the amount of time to really live in social communities is vastly underestimated by many companies rushing in to play. Great article.

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