“Customer service is the new marketing” – Gary Vaynerchuk
What should you do when you receive a nasty email or Facebook complaint? Should you ignore it, defend your business robustly, or respond genuinely with the aim to help?
Read in The Straits Times and Channel News Asia today that almost four-fifths of Singapore consumers are willing to pay more for excellent service. Internationally, we rank second only to India – and are on par with the United States – for consumers willing to pay more for good service.
Here are the key findings reported in mainstream media based on the study by American Express and Ebiquity:
Oh dear! Customer satisfaction has dropped this year, according to a survey done by the Institute of Service Excellence (ISES).
Reading various reports in The Straits Times, TODAY and Business Times, several sobering statistics await us:
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What is the simplest definition of marketing?
According to the Business Dictionary, it is the management process by which goods and services move from concept to the customer, while involving the 4 Ps: product, price, place, and promotion. For services, this may be expanded to include other Ps like people, process, and physical evidence.