A short YouTube talk (speaker: Omar Zenhom) asserting that customer service is the company’s brand rather than a mere department. The speaker emphasizes every customer interaction (support tickets, in-person, calls) shapes customer perception and functions as marketing; teams handling support are effectively doing brand-building/marketing.
Customer service has become the biggest differentiator in business today. Customer service is not a department. It's actually your brand. It's branding. What I tell my team members is that whenever we interact with customers, whether on a customer support ticket, whether in person, whether on a call, this is when they form their opinion of us. This is what cultivates their idea of what our business is and what our brand is all about and, and the perception they have of us. So that is critical. Whoever's doing customer support is really doing marketing.
