Do you ask more of your customers than yourself?

Do you hold your customers to higher standards than you do yourself? Don't get caught up in making your company so policy heavy that customers are the ones that have to bend over backwards to do business with you. A coworker of mine told me of an interesting encounter at his dentist. As may be … [Read more...]

Top 10 Lessons Learned in E-Commerce

Tony Hsieh, the CEO of Zappos.com, presented his "Top 10 Lessons Learned in E-Commerce" at this year's SXSW Interactive. Last year, Tony spoke on the Customer Service is the New Marketing panel. The principles they use at Zappos really opened my eyes to true customer service. This year, Tony's … [Read more...]

Is your product only good on the surface?

Is your marketing just a thin facade to a nasty reality? Customer expectations and perceptions of your company and its products are influenced all along the continuum from pre-sales marketing to purchase to actual product experience. Customer Disillusionment Customers can be disillusioned … [Read more...]