Customer service and marketing have more in common than we used to think. While marketing department focuses on bringing new customers, the main task of customer service department is to retain them. According to Kolsky 11% of customer churn could be avoided if the business simply reached out to the customer. Moreover, statistics by Gartner shows that churn can increase by up to 15% if businesses fail to respond to customers over social media. This information shows how important is close collaboration of customer service and marketing. Keep reading to learn how both these departments can work together to achieve mutual goals and improve customer experience. […]
Olga is a customer service expert and owner at Supportyourcustomer.com. She is writer and blogger on customer service and customer experience excellence.