Customer Service is the New Marketing

This post is slightly away from the norm when it comes to sports cards, but I will round it all together in the end. Customer service is the new marketing. This is not a new concept, but a concept in that which has grown exponentially over the past 10 years. In the past, you didn’t have sites like Yelp or Google Reviews or social media like Facebook and Twitter.

With social media getting bigger and wider with more people having the ability to post their experiences to a worldwide audience, a bad customer service review can cost you money. And in the other direction, a good review can make you some additional dollars.

I know most of us have made a decision based upon an online review of a company or a product. Hell, you probably visit this site for an honest review from my perspective on any of the products that I have reviewed, or even previewed. You take a look at my opinions, click some links, view some images, and look at all the details and price. I know I do my best to keep you guys happy. I hold promotions, contests, and try and engage you all in discussion. Luckily, I do this for a hobby and not a full-time job.

But when it comes to actual companies that rely on your hard earned dollar, customer service is more king then ever. Let’s take a look at the card companies and everyone’s favorite customer service department, the redemptions department.

We all know that redemptions are a pain. We all know that calling or emailing someone in that company’s customer service department in order to get our redemptions filled is a pain. But what is it that collectors really don’t like…is it the redemptions or the customer service in order to get our redemptions, or a replacement, in a timely manner?

Has your experience created an environment in which you don’t want to collect a company’s products or are apprehensive about buying a company’s products? How would you improve the customer service aspect of card companies? I’m interested in knowing so if you want to share, please post a comment!