NBP040: Customer Service, Killing Kittens and Unmarketing, with Scott Stratten
Link: New Business Podcast
Most businesses did not want the conversations that social media generates. They want the compliments but they don’t want the negative.
Social media is about two way conversations.
You need to be consistent across all channels when it comes to customer service.
There is no separation between customer service and marketing.
Customer service can be our strongest marketing.
Being awesome has an ROI.
The most important thing is immediacy (when it comes to social media responses).