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While I'm not sure about the "radically transparent" bit, I do like this statement: It might sound crazy, but we see see customer support as the new marketing

by finnh 14y ago

While I'm not sure about the "radically transparent" bit, I do like this statement: It might sound crazy, but we see see customer support as the new marketing department. And so far it's working great for us. We do this as well, for a product that has a low per-seat price, and it's a huge competitive advantage.

hello_newman 14y ago
"We do this as well, for a product that has a low per-seat price, and it's a huge competitive advantage" Bingo. It really is a huge competive advantage. I mean, do you know anyone who likes going through those automated voice calls, or has to be put on hold for 15 minutes to just speak with someone about a discrepancy? You could argue that companies like Zappos wouldn't have been as successful if they didn't value customer service so much. It's the same with non-tech companies like Nordstrom's, Patagonia or Whole Foods. People like being treated well and they remember that the next time they shop.