advertising gets us new customers. The service we provide to the client causes them to stay. The advertising seems to be explosive creativity. It's art and emotion. Customer service will process, organization, systems. Of team motivation. It's science and emotion.
remember that a large public to comment on Amena (put here Nino Bravo music and people dancing green): "It's like a big tube, the agency fills the pipe with the ads and let them get away to customers for other side. "
Manichean debate in times of economic downturn: focus on attracting new customers or working with existing customers? "Advertising or customer relations?
And if after this crisis, it appears that things will never again be as before? What if a star plot the stars were aligning to make this debate can never return to arise in the same terms?
The power of buy recommendations, the pain in the ass and disruption of traditional advertising, Internet as a tool for finding information, the fragmentation of media, the crisis of the media. The wind blows in favor of focusing on customer relations and against the television spot.
approach "call-center vs boring. Spot beater" is wrong. Cilento service can be an exciting process of business transformation. It can become our DNA, our differentiating factor. And it seems the winning horse. A good time to put it back ahead in the 2010 budget.
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