When I was in charge of marketing and public relations for the American Council on Exercise (ACE) back in the early 1990's the customer service representatives were my responsibility. These were the folks who were on the front-lines (via telephone) with our prospects and customers every single day.
The management felt that because the CS reps were the ones our prospects and clients interacted with, they ought to be managed by the marketing department. As I look back, I can see it was a pretty smart move on their part. Plus, it opened up my eyes to an entirely different side of marketing, for which I will be forever grateful.
Speaking of customer service, someone sent me a video last week with an inspiring story of the difference customer service can make. It shows that anyone can make an impact, with even the smallest gesture. I hope it inspires you to find a way to connect with your customers.
Click here to watch the video. It takes a minute to load. Be patient ... it's well worth the wait!
Enjoy!