teachthe4ps.com - For instructors of marketing.

Many companies are adding more customer service to their marketing mix — including Walgreens, American Express and — believe it or not — Comcast.  This article, “Customer Service as a Growth Engine” (Wall Street Journal, June 7, 2010).  My link should take you to a Google search result — click for the article.  This is a back door for non-subscribers.   To start a class discussion, you might ask students why these companies are increasing their emphasis on customer service?  You could ask what each of these companies could do to improve customer service?  I like to break students into small 3-4 person teams to answer these questions — giving them five minutes to answer the questions.  I will then call on different groups to  offer one answer — and have them turn in the paper with their team’s answers.

In our books we talk about customer service in chapter 2 and in the personal selling chapter.

This entry was posted on Monday, June 14th, 2010 at 4:46 pm and is filed under Customer service, Promotion. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.