Service is Marketing, Marketing is Service

Link: [ paul isakson ]: The Future of Marketing + Advertising.

For a number of reasons having to do with my job, i’ve been thinking a lot about this concept lately:

  • The best advertising is true service
  • [insert noun here] that delivers truly valuable service, something that is helpful, delightful, authentic
  • The brand is embodied by the full breadth of the delivery experience:
    • Tone
    • Content
    • Results
    • Timing
    • Aesthetics
    • etc. etc. etc.
  • The job of marketers is to ensure consistent delivery of consistently good service
  • True for product manufacturers just as much as for service businesses. Products have service wrapped around them, whether you like it or not. It’s called consumer experience.

Paul does a nicer job getting it across than i could. See also:

* (yes, i know they’ve been getting a lot of link love from me)

One Comment

  1. Jim:
    60-80% of your customers are existing customers. This is why the funnel is dying, if not dead.
    Let’s talk soon–RJ


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