Customer Service is Marketing

Every Interaction Counts. 

Imagine this: You walk into a store, looking for a new outfit. The moment you step in, you're greeted with a warm smile and a friendly, “How can I help you today?” Instantly, you feel welcomed. Now, this is just customer service, right? But hold on! this simple interaction is more than just making sure you find the right size or style. This is marketing at its finest.

Customer service isn’t just about resolving complaints or answering questions, it’s an essential part of every marketing strategy. Whether you’re a small business owner, managing an online service, or a marketer for a larger brand, every touchpoint with your customer should be designed to enhance your brand image and foster deeper relationships.

Here’s why customer service is marketing, and how you can use it to build a stronger, more loyal customer base.

First Impressions Matter A LOT

There´s a famous shoe retailer for their legendary customer service. They go from free returns to going out of their way to find a specific shoe style for customers. This level of attention and care doesn’t just leave a positive memory; it turns the retailer into a brand people trust and advocate for. Their customer service isn’t just a support department, it’s a marketing strategy that brings customers back and encourages referrals.

If you’re offering a digital service (like a SaaS platform or an online consultancy), your customer service should be seamless and immediate. A user struggling to navigate your website or software shouldn’t be left hanging. Having live chat or fast email support can turn a potential frustration into brand loyalty.

Every Interaction is an Opportunity to Build Your Brand

You might think of marketing as ads, social media posts, or influencer partnerships. But guess what? Your customer service team is on the front lines of your brand’s storytelling. They’re your brand ambassadors in real time, dealing with the reality of your product, service, and promises.

Let’s take Apple. Their customer service isn’t just about troubleshooting your phone. It’s about giving you an experience that reflects the sleek, innovative, and user-friendly brand they’ve built. When an Apple Genius provides hands-on support, they’re creating a connection that goes beyond solving problems. You leave with a renewed sense of brand loyalty, and suddenly, Apple isn’t just a company, it’s a relationship.

For online services like Netflix or Spotify, customer service isn’t just fixing technical issues, it’s making sure your user feels valued. Whether it’s offering recommendations based on their preferences or solving account issues swiftly, you’re not just servicing a user, you’re creating a relationship that turns them into a lifelong customer.

Remember…

Every customer interaction is an opportunity to market your brand.

Stay tuned for the next blog post where I´ll explore how to turn problems into opportunities and more ways to make customer service work for your marketing strategy!