Posts Tagged ‘Customer Experience’
The Lost Art of Loss Leaders
During high school I worked in a grocery store that used loss leaders to attract buyers. Once buyers were in the store they would typically buy enough related offerings, at higher margins, to more than offset the loss on the loss leader.
Read More Appreciation Marketing; A Strategy Based on Gratitude
Appreciation marketing is based on a simple premise: if your customers know that you appreciate them, they’re more likely to keep coming back to you. It’s often easier to convince an existing customer to stick with you than to keep going out and finding new prospects.
Read More Don’t Set Customer Expectations You Can’t Meet
Interactivity is one of the benefits of the web, and most people assume their questions will be answered in a timely fashion—usually not more than 24 to 48 hours.
Read More 5 Steps to Customer Service Glory
Sadly, the personal touch customers want—and deserve—is often lost in the daily grind of doing business, especially in larger companies. Too often the leaders do not model the very behaviors they expect from their teams.
Read More Marketing Orchestration? That’s My Line!
As a music major and former music teacher, I’m biased towards using musical metaphors. Marketing orchestration—a new buzz phrase coined by Forrester Research for Responsys. What is it?
Read More 5 Customer Service Tips to Prepare for the Holiday Rush
Ah, Black Friday, the day after Thanksgiving, quite possibly the busiest shopping day of the year. Even if you’re not a retailer, read on. There are lessons here that can be applied to any business that experiences a “busy season.”
Read More 80 Percent of Customer Service: Just Being Nice
Woody Allen once said, “80 percent of success is just showing up.” To that I would add, “80 percent of customer service is just being nice.”
Read More Bad Advice on Data Decisions
My problem is that so-called “data from customers” is rarely truth. Data gathering is plagued with problems of research design, random lists, skewed questions, half truth and innuendo disguised as data.
Read More Don’t Create a Disconnect for Your Customers
Remember: whether it is your Facebook presence, your website, your radio spots or how your phone is answered, every one of those choices either connects me closer to your brand or makes me notice the disconnect.
Read More Partial Customer Satisfaction
Customers want choice. For many businesses, an important aspect of keeping customers happy is giving them options to tailor the product or service to their liking.
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