We make brands more human.

Everything is changing. As it turns out, brands don't "own" market segments. They are simply nodes in complicated human networks. And they're either influential in their networks, or they're not. To have influence, brands must become knowledge brokers. And they need to learn how from the ultimate brokers: humans. Your brand needs to learn to be more human.

Customer Service is Marketing
April 8, 2007
by phaedrus

The Consumerist has a post about some excellent customer service from SmartBargains.com.
Every ad agency should be making every attempt to sell some kind of customer service initiative with every campaign. An authentic interaction. If the marketing is going to tell a compelling story, it had better be congruent with the customer’s experience when something inevitably goes wrong.