Student Name: Xinyuan Ren
SID:625879
BUS111
10/06/2015
New Era of Building Brand in Service Marke(ng
In an article by Forbes magazine called “Customer Service Goes Beyond Sales —
Think Marketing” a Forbes author explains omni-ways to keep customer and how to
do service marketing in current time. Firstly, the author said customer service is going
into a new era which they prefer brands to engage with them long before they have
made their decision to buy, and long a(er they have closed the sale. Today, brands
should consider marketing under the whole sale cycle rather than concentrated on
post-sale activity which traditional customer service always does. Secondly, the
author claims that customers have the initiative in marketing and new media provide
a wide communicational pla)orm to customer. Therefore, when world customer
collide, sharing a li*le negative reviews among customers can result in a huge loss to
company. So in the future, it becomes more and more important to have people who
are highly trained in social customer service take the lead. Finally, the author makes a
conclusion from above explanation that marketing and customer service’s lines are
becoming blurred; customer service is now an integral part of the marketer’s job.
This article relates to some key concepts examined in Service Marketing course.
