If Content is King, Customer Service is Queen.

Positive word of mouth advertising is more important today than it has ever been. As important as useful content is to your web presence, consistently good customer service is just as important.

Disney believes they don’t have customers, they have guests. Walk around Disneyworld and you see that they believe this. On line retailer Zappos quickly became the most talked about shoe seller on the web. A recent story from the New York Times features a new campaign from Zappos starring puppets, styled after actual company employees, interacting with customers and demonstrating their patience. There are countless stories shared everyday between people about brands they deal with. Smart brands are rigorously managing the conversations taking place by engaging with their customers in meaningful, helpful, and sincere ways prior to, during, and after the sale.

So much time, money, and effort are spent on selling to the consumer prior to a purchasing decision, but how much is being spent after the purchase? Zappos “gets it” the customer rules our destiny. They now have the bully pulpit that can make us or break us.