I always say, “Customer service IS marketing.” And I sometimes get uncertain looks in response. There will always be the client who wants to buy a billboard or a whole bunch of airtime, but is unwilling to step back with me and take a look at the BIG PICTURE and see the things I see.

This story from Peter Shankman illustrates how a (not so) simple act of extraordinary customer service can become a (better than money can buy) marketing opportunity. Enjoy!