BizSugar.com › Customer Service › Why Customer Service Is Marketing—and How to Get It Right - CRM Magazine

In today's marketplace, savvy businesses are using unique technologies to up the ante on customer experience across all channels—phone, mobile, text, and Web—which translates into customer retention and higheCustomer service is marketing: When a customer interacts with a business's Web site, over the phone via the interactive voice response (IVR) system, or through a mobile app, a valuable opportunity is presented for marketing professionals to create or reinforce a positive brand perception, an important factor in customer retention.