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