Rachel Lindteigen says, “If you have customers, then yes, customer service is a big key to your content marketing success. If you don’t have (or want) customers, then it probably doesn’t matter. However, I don’t know of many successful businesses without customers, do you?

So how does customer service fit into the overall content marketing mix? Why does it matter, and more importantly, what do you need to do about it in order to succeed?

The customer experience — good and bad
Think for a moment about a great customer service experience you had. What did you do? Did you tell someone else? Did you even tell the vendor? It’s highly unlikely you did anything, and that’s normal. Now, think about a poor experience. What did you do? Did you write negative reviews everywhere you could? Did you tell friends and family and random strangers you met who asked about that subject (or not)?

Personally, I don’t normally write reviews, even though I use them when I’m doing research. I know I should write them to help others, but I figure if there are 900 great reviews, mine won’t really matter that much. However, if something goes wrong or the experience is really bad, I will write a review with the hope that I might save someone else from the same frustrations that I experienced”.

Is customer service a key to content marketing success?

Marketing Land

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