The problem with taking offense is that it's really hard to figure out what to do with it after you're done using it. Better to just leave it on the table and walk away. Umbrage untaken quietly disappears.
Seth GodinRead
Marketing is the way your people answer the phone, the typesetting on your bills and your return policy.
Interpretation
What this quote means
Marketing encompasses all aspects of customer interaction, not just advertising.
Seth Godin's quote emphasizes that marketing is not limited to promotional activities, but is a holistic approach that includes every point of contact a business has with its customers. From how employees engage with customers over the phone to the presentation of bills and the clarity of return policies, these elements collectively shape the customer's perception of the brand and influence their experience.
Themes
MarketingCustomer ExperienceBrandingCustomer ServiceBusiness
In practice
Example use cases
In a presentation on customer service, one might quote this to illustrate the importance of every interaction.
More from Seth Godin
All quotes →Not adding value is the same as taking it away.
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Excellence isn’t about meeting the spec, it’s about setting the spec. It defines what the consumer sees as quality right this minute, and tomorrow, if you’re good, you’ll reset that expectation again
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Living with doubt ... is almost always more profitable than living with certainty. _x000D_ People don't like doubt, so they pay money and give up opportunities to avoid it. _x000D_ Entrepreneurshi p is largely about living with doubt. If you need reassurance, you're giving up quite a bit to get it. On the other hand, if you can get in the habit of seeking out uncertainty, you'll have developed a great instinct.
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The danger of the Web is that you can go from idea to public announcement in under ten minutes.
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Art isn't only a painting. Art is anything that is creative, passionate and personal. Art is the unique work of a human being created to touch another. Art is created to have an impact, to change someone else.
Seth GodinRead
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