In 2007 Brian Solis (now Altimeter Group) posted “Customer Service is the New New Marketing“. I started my book “Kundenservice im Social Web” [Customer Service in the Social Web] with a quote from that blog post:

Over the next decade, customer service will fuse with marketing to become a holistic inbound, outbound campaign of listening to and engaging with customers that will rewrite the rules of the game. And, most importantly, the lessons learned in the field will be fed into the marketing department to create and run more intelligent, experienced, and real world initiatives across all forms of marketing, PR, sales, and advertising.

“Half a decade” later Brian came to the 7th summit of the “Social Media Excellence”-Circle (11-12 july 2012) at Amsterdam. Michael Buck and I asked him whether customer service has really become the new marketing and what is still to come within the next five years.

XL version*

Brian Solis on Customer Service (Review 2012)

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M version

*Thanks for producing this video to B.I.G.