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Good customer service helps build the brand in the eyes of its consumers. Thus it is marketing.

@clweinfeld

The ability to interact in a meaningful way with your customers has become vital to marketing nowadays. As Brian mentioned in comments already, a unhappy customer tells everyone, it's in the human nature. I don't think it's a new behavior either, just, for the first time we can actually do something about it.
In the past, if you bought something you weren't satisfied about, you would tell your friends and that'd be it. Now you can tell millions of people, but the drawback is that at least the brand itself has means to find out and act accordingly, when possible.

@Valeria - True. Not only Google (and, given that post I believe you shared about Google eating its own tail, serving up SEO-crap, and monoculture, even more so), but I was speaking more to the point about brands being based more on actions than words.

Guess I got a little ahead of myself on that one. It's Monday!

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