The Marketing Mix: People

People: The Heart of Every Organization

Your employees who interact with customers can contribute to your success or failure. It’s your choice.

Your company can produce a great product or service that is exactly what your target market wants and needs and which is priced right and promoted with ease. But your downfall happens when the public interacts with your employees. This is why excellent customer service is a necessity, not an accessory.

This is especially true in the service industry where employees are “producing” as they communicate with customers. Instilling a “customer is always right” attitude needs to be a consistent them that starts with the company president and comes full circle to the employee who answers the phone or cleans the floor. Don’t take it for granted.

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