Deliver customer service brand experiences that build sales

There is a great post at ICC│Decisions.

It basically says that brand organisations should flip there thinking about customer service and regard it as an investment not a cost.

When brands get customer service right it can have dramatic effect on sales.

It is not a new idea.

I’ve posted about it before. I think it’s simple.

A consumer that contacts customer service usually has a problem. This is terrific opportunity to deliver a brand experience that delights.

The more magical the better.

As Jeff Jarvis says in his recent book ‘What Would Google Do?’: “Your customers are your ad agency.”

A delighted consumer will buy again; and maybe even talk about the brand.