I originally started AttentionMax to chronicle the intersection of media, marketing and life. Not surprisingly, I find myself writing more and more about customer service as part of that intersection. That’s evident by my many rants about poor customer service (i.e., Lowes), as well as my reporting on interesting initiatives like gethuman.
As my colleague Pete Blackshaw often says, media – especially proliferating consumer-generated media – increasingly reflect customer service. (Not surprisingly, Pete was founder of PlanetFeedback.) As more people become co-participants and creators of media, brands will increasingly be held accountable by consumer expression, and consumers’ permanent and ongoing diaries of experience. If brands want to enter consumers’ lives and have relationships with them, they must be accountable not only at the front end (i.e., the pitch), but accountable through the middle (i.e., customer service) and tail end of the relationship (i.e., respecting wishes for relationship breakup).
That’s a long-winded way of saying that I’ve made “Customer Service” a new standalone category on AttentionMax. I will formally dedicate more attention to customer service.
This brings up an important question: should I change my tagline? AttentionMax: Max Kalehoff and his attention to marketing, media, customer service and life…
That’s pretty long-winded, but I’m so passionate about customer service that I’m almost compelled to. What do you think?