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The Best Social Media Marketing Is Remarkable Customer Service

November 8, 2012

Online marketers spend tons of time driving traffic to websites to convert surfers to customers.  To often when they do they forget that the best marketing can only sell a product, service, brand, etc once.  After that the product, service, brand, etc must continue to sell itself and thats where customer service comes in.

What’s the best social media marketing

The best social media marketing is great customer service, because it’s keeps your existing customers coming back for more.  Yesterday I was at a Whole Foods store in Delaware just picking up a few items.  I like to buy the bulk syrup they offer.  As it poured into the container I noticed a few white colored flakes enter the whole foods marketcontainer.  I asked a clerk I saw what it might be.  He was not certain and said he would go ask the bulk products manager.  A few minutes later he returns says “We don’t know what it is, but we’re certain it shouldn’t be there; Thanks for letting us know have a free bottle of syrup (the bottled organic stuff) on us”.

Wow! I know it may not seem like much but it was completely unexpected, and that’s the best type of marketing there is.  The kind that deals with issues in real-time and wows the customer.  I can hear some of you saying, Rod – that’s not marketing, it’s customer service.  While we can argue the finer points of where it might fit nicely the fact is that every employee in every department at every business is a marketer, better yet a social media marketer – even if they don’t realize it.

Although I shop there regularly I’d never been on any of their social media pages.  The experience caused me to visit their website, check out their social media, and write this blog post.



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