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Customer Service IS the New Marketing

March 10, 2010

Harry Gordon Selfridge, founder of London’s Selfridges store, coined the phrase “The Customer is Always Right”.  Selfridge wanted to make the customer feel special and give quality customer service. Over the last one hundred years, this theory in customer service seems to have fallen by the wayside.

One quick search of this phrase on Google will reveal that many people do not feel that the customer is always right. Of course, there are certainly times when the customer is not right, but in this new era of technology when any customer can quickly tell literally millions of people about a positive or negative experience with your company, maybe it is better to err on the side of caution.

Here are three examples how mistreated customers voiced their stories over social media:

Social media has brought a new voice and empowerment to customers everywhere. If you treat them with anything but the highest of standards, not only do they have the ability to, but they will tell the world. It is more important than ever that you address any issues your customers have immediately, monitor the activity surrounding your company in all social media spheres so that you can respond and resolve any customer complaints, and insist on giving your customers top of the line customer service.

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Frequently Asked Questions

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