Customer Service: A Changing Landscape

In the bygone era of mass communication and big-budget TV ads, “marketing” was often synonymous with “advertising,” explains Mitch Joel, author of Ctrl Alt Delete: Reboot Your Business. Reboot Your Life. Your Future Depends on It. All of that has changed in today’s Internet-dominated world. Customers are “sharing information, tweeting, and everyone starts to talk about brands in public. . . . Brands are trying to figure out: Is this marketing? Advertising? Customer service? Sales?” Operations and marketing are merging, but there’s no established playbook for how to go about it. [Read more at the National Center for the Middle Market]