Customer Service
How to Say “I’m Sorry”
Previously, we examined the reasons why more brands are feeling the need to say they are sorry in a very public and expensive fashion these days. I want to take a minute and dissect one…
Is There a Human in There Somewhere?
My dad passed away almost a year ago and, as executor, I had to make a lot of official phone calls to everyone from the social security administration to Hyundai where his car lease was…
We Still Aren’t Wowing Customers
According to a study from the Chief Marketing Officer (CMO) Council, brand managers and chief marketing officers admit they’re worried that their jobs are at risk because they aren’t knocking it out of the park…
7 Signs You Need to Improve Your Customer Service and Support
Customer service is arguably the most essential part of a business. Without a good customer support base, you’ll find that it’s difficult to generate new customers and keep the ones you’ve already got. No business…
The Cost of Apathy
I live out in a newer suburb. I say “out” because bits of civilization have not reached us yet. There’s no movie theatre or Target (hopefully both are coming soon), and there’s no Panera. For…
Convenience is Today’s Currency
Step away from your marketing role for a moment and consider yourself as an average consumer. Think about how you make buying decisions today. For many people, price is still a significant consideration. But it’s…
Old Navy Gets It Wrong
Previously, we took a look at how Crock-Pot dealt with the untimely death of a beloved TV character due to a faulty Crock-Pot cord and the social media backlash that erupted from that pretend but…
A Tale of Two Reactions
Social media is a powerful tool, but it can also hand a brand some serious problems that need to be dealt with immediately. Your reaction can make all the difference. When you respond in real…
Adapting Service to Varied Generations
I was just talking with a representative of a local insurance agency who mentioned that the older clients love her. Why? Because they love the fact that she listens to them and takes time with…
Silence is Not Golden to Your Customers
I stopped by Walgreens to pick up a prescription the other day. When I gave the pharmacy tech my name, she went to the bin marked M, flipped through the prescription box and came up…
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