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1 oz. Customer Service = 1 lb. Advertising

Today, Seth Godin posted on his ever-valuable blog on business and marketing the value of customer service at the moment a brand is under the most scrutiny by a customer. As Godin writes, airlines are realizing that delayed or cancelled flights are prime opportunities to offer potentially annoyed customers perks like free online books and movies while they wait.

Read more here and keep in mind Seth’s word of warning: “if your organization has a stall, deny and avoid policy when it comes to customer interaction, you will almost certainly be defeated if a competitor comes up with a scalable way to delight.

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