It has been revealed to us during one of our last COMM 101 lessons that word of mouth human interactions are actually much more effective at conveying information about products, brands, and services.

This means that satisfying customers through a thorough study of their needs is extremely important, but an overlooked aspect of this statistic is that a perfect consumer experience can be an important part in the establishment of a consumer relationship that states: we care about our customers, and wish for our values to be aligned with the best possible service they can receive.

A company’s value proposition is always made with consideration to the company’s core values and their meaning. It defines the fact that profit is secondary to a list of principles that are directed to a consumer base.

It is possible to see that customer service (through online surveys, 24h phone lines, in-store areas…) is one of the most direct picture of how the company values their consumers. To incorporate the word to mouth aspect of marketing, it appears quite clearly that a polite, well trained, well organized, and well thought service can put a company in a great light.

Even though, to the contrary of the actual product, not every customer will have an encounter with the customer service, it is evident that those who do and find it very helpful, honest, and simple will have an enhanced view of the company, which would then enhance the view of that company of their surroundings. Customer service seems then to have become a part of marketing, making it a key piece of success.

I myself have had a great experience with the Best Buy customer service regarding a refund, and after having enjoyed a problem-free experience, I have found myself to have much more interest into buying electronics from Best Buy than ever before.

Consumers enjoy when they are well-treated, as do all humans, which is why I believe that investing customer service through research and a carefully elaborated service can be very important in the promotion of a company,  whether it is through return policies, or simply with well trained counselors. An extremely well designed customer service in a company that necessitates a lot of customer care could even be a point of differentiation for that company.

Any thoughts?

Feel free to discuss in the comments!

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Solomon, M. (2017, October 15). Turn Those Upset Customers Around: Best Practices For Customer Service Recovery. Retrieved October 15, 2017, from https://www.forbes.com/sites/micahsolomon/2017/10/15/bringing-upset-customers-around-best-practices-for-customer-service-recovery/#56c07e6526e2

Mele, C. (2017, June 15). How to Complain and Get Results. Retrieved October 15, 2017, from https://www.nytimes.com/2017/06/15/smarter-living/consumer-complaint-writing-letter.html?rref=collection%2Ftimestopic%2FCustomer Relations