It’s not clear whether this was planned or a response to the negative reaction that I and others had yesterday to the $1 credit that Skype offered to compensate people for the recent outage. I got an email this morning extending my Skype subscription by a week:
“As a valued customer of Skype, we would like to offer you a sincere apology and credit you with an extra 7 days to your current Subscription at your next renewal date.”
This is a more substantial offer and should have been provided yesterday instead of the $1 credit — though most people aren’t subscribers of course. So it’s possible that there were two offers, one for subscribers (above) and $1 for everyone else.
I wouldn’t exactly call this a PR screw up for Skype (as much as the outage itself might have been). However it illustrates how customer service and marketing/brand management are now inextricably linked. There are many other such examples I could rattle off.
I saw a line in an article (can’t remember where) the other day: “customer service is the new marketing.” Exactly.
Customer service now happens very publicly. Just look at this blog post for example. But most marketers and customer service teams don’t do any coordination and customer care isn’t factored into brand management.
This is why we created the C3 conference in February, to get marketers and customer care people in the same room and discuss these issues with concrete case studies.
It may well be the most interesting (and practical) “social media” event you attend in 2011. Register by tomorrow for $200 off.