Every time a brand suffers it's because of a bad experience. That can happen on many fronts: when you call a company; when you apply for a job at a company; when you talk to someone working at company "x" and they have less than stellar things to say. I spend a lot of time talking with people everywhere and the stories are so consistent that I started considering an innovative idea.
What if customer service were the new marketing?
We hear about word of mouth and viral marketing, we know that interruption marketing is broken and we are still figuring out how to do the permission part. Customers are already talking with you and giving you permission to talk with them. Why not use those opportunities to create a way to build a connection? What would happen if we put customers in charge? What if customers were the service? This is the topic of my post at FC Expert blogs today.