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TMCNET eNEWSLETTER SIGNUP Says Customer Service Reviews Are More Important Than Marketing
[February 14, 2013] Says Customer Service Reviews Are More Important Than Marketing

New York, NY, Feb 14, 2013 ( via COMTEX) -- said yesterday that they are going to pull back from their marketing initiatives to invest more heavily into customer service efforts.

"Customer service is the new marketing," said company spokesman Josh Fraser. "What we've found is that when we increase our customer service initiatives we generate sales, both through repeat sales from existing customers and from word of mouth recommendations from our customers. There is more value in that than in investing in more online ads." The decision came after looking at their marketing and customer service efforts and overall results during 2012, Fraser said.

"What we saw was that for every dollar you invest in customer service, you get twice as many additional sales, as if that dollar was invested in online marketing," Fraser said. "So, clearly, the money is better spent on customer service initiatives than it is on AdWords or banner ads." The initiatives that were particularly successful, Fraser said, were launching customer service platforms on social media sites such as Facebook and Twitter, creating a company blog, and allowing greater flexibility for their call center staff.

"Simply allowing our call center people to work from home increased customer satisfaction enough to drive increased sales," Fraser said. "It was a real eye-opener for us. What customers want isn't pretty ads or sparkly landing pages. What they want is good customer service from people who care about resolving their questions and concerns." About allows consumers to look up the value of any home on or off the market. View property records like foreclosures, flood damage, previous owners, value and more. Get more information about a current residence or a home someone is looking to buy with this large property database Read the full story at

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