Marketing

Marketers are bad at customer service.  I admit that I was surprised when I read the first line to the http://www.rohitbhargava.com/ blog (October 19, 2010).  As a matter of fact, the blogger suggests that marketers are the terrible at customer service.  As I was reading the article, it remind me of the core aspect of this course, value marketing.  Value marketing era is when marketers create products that are cost efficient and create a value for the customer.  For some reason, I assume that value marketing era require firms to have excellent customer service.  Presently many firms know that customer service can enhance their sells but this may not be the primary concern of a marketer.

Consumer behaviour, survey, market analyze and product developments are factors that marketers would be concern.  The primary objective for marketer is to sell the product to the customer.  On the other hand, customer service put more emphasis on their manners toward their customers. I realized that good customer service does not necessary lead to a good product and a good product does not always have good customer service.  Successful firms such as lululemon have excellent customer service and product design.  Lululemon shows the accomplishments that could be made when customer service and marketing team work together.

The author suggests that marketers could focus on resolution, bring in experts, and have more empathy.  Marketers need to look at the situation that focus on the resolution, bring in expert to help and exert more care to the customers.  Ultimately, I think this is what firms should be doing right now.  A true sustainable competitive advantage requires good customer service and product.  While designing the products, marketers should also consider ways that they could provide help to the customer.  Personally, I think that companies should follow this formula: Sustainable comparative advantage = Customer care+ Product usage (my own formula).

ANYWAY HAPPY HALLOWEEN EVERYONE!