Why it's One of the Most Important Marketing Tools
From the earliest days of "marketing" all the way through today, word of mouth has always been the best possible marketing tool. Regardless of how many advertisements, commercials,or links you have going to your website, nothing can compare to the value of "someone" telling "someone else" about your company.
Customer service remains one of the biggest factors in a consumers checklist when they are in the market for a new company. If your business is infamous for poor customer relations, you're essentially doomed to fail. Rather than cutting the customer service budget in lieu of advertising funds, concentrate on what's important. If it weren't for the customers, you wouldn't be where you are today.
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