Sutori: The voice of today's customer -- I got an email about this site which allows people to share their customer experiences and have others add their own thoughts. It seems Sutori's goal is to aggregate the opinions of many and then push for change at the poor performing companies. A worthy … [Read more...]
The Implications of One Customer Question
Think back to when you were in school or college. Remember your professor telling you that if you have a question, you should ask because odds are the person next to you has the same one? The same is true of your customers. If one of them has a question, doubt, concern, or problem, there is a … [Read more...]
How to Guarantee Your Marketing Gets Through to the Customer
How often do you come home and see some type of advertising flier on your doorstep? It seems we get those almost every day. How can your business stand out from such a continual stream of propaganda delivered straight to potential customers' doors? How do you cut through the clutter and get … [Read more...]
Customer Service is the New Marketing
One of the best panel sessions I attended at this year's SXSW Interactive was Customer Service is the New Marketing. This panel featured speakers from shoe retailer Zappos, photo site Flickr, online calendar service 30 Boxes and Satisfaction. The moderator, Thor Muller, has posted a recap of his … [Read more...]
Book Review: Word of Mouth Marketing
Andy Sernovitz, founder of the Word of Mouth Marketing Association, delivers an amazing step-by-step guide to building word of mouth buzz around your company and products in his Word of Mouth Marketing: How Smart Companies Get People Talking, In keeping with the principles Sernovitz outlines in … [Read more...]
Weekend Reading – March 16th
Convince me in Five Words or Less! -- Steps on how you can create a catchy, memorable, and effective tag line or slogan for your business. The Difference Between Usability and User Experience -- Creating a great user experience means coordinating efforts across your entire organization. If … [Read more...]
Think Outside Your Constraints
Surely your business, factory, or staff can only handle a certain transaction volume. At some point, you'll reach the physical limits of how many customers you can process at one location. When will that time come? That may be hard to say. However, that limit will be preceeded by some really busy … [Read more...]
Weekend Reading – March 10th
In-N-Out Burger: No Buns about Good Business -- Some observations about how this fast food chain has distinguished itself from the competition and managed to grow a loyal fan base. T-Mobile Suddenly Gets Online Customer Service -- Wonderful examples of personally crafted customer service … [Read more...]
Parallel Processing of Customers
Have you ever been so busy that your customers start feeling the pain? This situation may be exacerbated when you have to address some customer service issues. A delay in getting a customer through your queue can leave the others who wait frustrated. On a recent trip to the grocery store when … [Read more...]
Extract Information With the Power of “Why”
Every time I stop at a Valero gas station, the pump screen asks me for my zip code. Since I have no other choice but to enter it, I do. On my last trip to an Exxon gas station, I saw a sign above the pump. This sign stated that they’d ask for my billing address zip code when I swiped my credit … [Read more...]
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