Call centres … We all have to deal with them occasionally right? And we must all love them; given how predominant they are in our relationships with big business. No, wait … we all hate them!
So, could it be that they are damaging to brands?
Use of customer service as a marketing tool
The real responsibility of a marketer extends from conceiving and developing products / services right through to whatever happens after these are delivered AND the ongoing relationship with the same customers.
All of the above is standard and uncontroversial I would expect … So why do so many companies behave as customer service isn’t part of it?