Buy this book Creating Customer Evangelists written by Ben McConnell and Jackie Huba is a brilliant work about turning your customers into a powerful sales force. Customer Evangelists are the ideal Return Customers that will come back to your business and bring their friends. This book … [Read more...]
Coordinating Customer Service Communications
I recently told you about my email communication fiasco with Overstock.com. Of course the story didn't end there. I thought there was some hope so I responded one more time but was treated to the same word-for-word response I got in the beginning. My last response to Overstock stated: Seems we … [Read more...]
Customer Service: Handling Customer Emails
My last book purchase from Overstock.com resulted in a communication adventure. The book's binding was damaged on delivery. Disappointed with the quality of my purchase, I emailed customer service to exchange my book. I requested that they pay for return shipping since the product was defective. I … [Read more...]
Communication When You Can’t Deliver
I purchased a new toy from Dell this week and was told that it would be shipped today. Instead of receiving an email today notifying me that my new PDA had shipped, I got a message that made me cry, laugh, and want to scream at the same time. Order Delayed My email from Dell stated in big red … [Read more...]
Customers May Choose No One
Part of the effort in sales and marketing your business includes convincing your prospects that they actually need the service or product you provide. I'm not just talking about buying from you. You need to convince them to buy it period. Beckwith's Selling the Invisible teaches that customers … [Read more...]
Book Review: Blink
Buy Blink Blink by Malcolm Gladwell dives into those split second decisions that we make everyday. Something deep in our subconscience allows us to make quick and accurate decisions without even a thought. Gladwell shares numerous examples through stories, research, and case studies that show … [Read more...]
E’s of eCommerce: Part 3 – Effective
The first two parts of this series talked about making your website easy to use and more efficient. These are nice but how do you know if your website is effectively achieving your goals? To see if your site is effective, you need two key components: goals and measurements. Effective … [Read more...]
Flexibility and Customer Throughput
We visited a Costco gas station for the first time on our vacation last week. I noticed two things that were unique to this gas station: All cars queued up in line entering the station from the same direction The nozzle and hose of the pump stretched to reach the far side of the … [Read more...]
Guide Customers to a Quicker Path
At the end of our recent trip to Salt Lake City, we passed through the airport security process to board our flight home. After checking in at the Delta Airlines counter, we were told to take our baggage to the screeners. Like sheep, we followed those in front of us and joined a long line of … [Read more...]
Promote What You Have
We recently stopped by a bookstore to buy some board books for our baby boy. While there, I noticed huge posters on the windows and hanging over DVD displays showcasing a World War II movie that interested me. However, the DVD was no where to be found. Under the big posters hanging from the … [Read more...]
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