Marketing · Both
Customer Service & Branding
Strong brands and good service help businesses keep customers and charge premium prices.
Customer service
Before, during and after sales.
Good service reduces complaints and increases repeat purchase and recommendations.
Branding
Name, logo, values and reputation.
Protects against competition when customers trust the brand.
Worked example
Why might poor service cost more than the refund?
Solution: Lost future sales and damaged reputation shared online.
Practice questions
1. One benefit of strong branding?
2. When does customer service matter most?