In the generation of the iPhone, Apple users are always looking for new, interesting, and most importantly, free apps to explore. Joining the popular Facebook, Twitter, and Instagram is Foursquare, a check-in app and website that makes the most of where you go. FourSquare, like many social media options is “fun,” but it’s also a practical option for businesses hoping to connect with various audiences. (more…)
Archive for the ‘Customer Service’ Category
I love a new year. Although I realize that, technically, every day is the beginning of a new year, there’s something about the New Year that makes me both reflective and optimistic about what lies ahead. As a pretty goal-oriented person, I enjoy the process of looking back, learning, and looking forward. It’s the basis of strategic planning, after all, a personal passion of mine. Each year I spend time to commit my goals to writing and I track my progress throughout the year. I don’t achieve every goal, but I do belief that I’m more effective than I would be if I didn’t take the time to plan. I had some great successes in 2012 and a lot of very rewarding experiences–both personally and professionally. But there’s always room for improvement and, regardless of what I achieve, I always want to achieve more. So, in 2013, there are a number of things I’d like to do better: (more…)
There are four ways that people learn about our products and services:
1. Through their own experiences with us.
2. From their friends, family and colleagues – word of mouth.
3. Through the media – news reports, articles, etc.
4. Directly from us through our own advertising, web sites, social media, etc.
I always list these four sources of information in this order, because (more…)
Common wisdom suggests that there is a direct correlation between employee and customer satisfaction. Common wisdom, of course, is often flawed. Just ask a couple of my favorite business authors, Dan Ariely (Predictably Irrational) and Steven Levitt (Freakonomics). Sometimes the things that we believe to be true, simply aren’t.
On a recent shopping excursion with my friend Mary she told me about a phenomenal service experience she recently had while on a trip with her mother. They had stopped at McDonald’s and Mary, who prefers Coke products, found that Coke was temporarily unavailable. So, she decided to walk across the parking lot to a nearby gas station – Road Ranger.
She got her Diet Coke and then found that there were long lines at the counter so (more…)
There is research to suggest that companies that fail to meet customer expectations, but perform service recovery effectively, can achieve higher satisfaction levels than companies that never failed to meet expectations in the first place.
How do you effectively develop rapport with customers? How do you connect and compel those who have “raised their hands” and said “yes, I want to connect with your company” to continue coming back for more and, better yet, to spread the word about how great you are to others?
In a world marked by increasingly sophisticated technology, it may seem trite but it’s true that developing rapport with customers is not rocket science. In fact, my advice which, initially, may sound very general, is simple: (more…)
I’ve recently encountered situations with clients in two very diverse industries, with two very different marketing challenges, that were both embarking on major marketing initiatives in the absence of some very important information. They hadn’t clearly identified the specific results they were looking for.
They thought they knew. In fact, when I asked them they both provided me with a lengthy explanation of what they were hoping to achieve. The trouble is that (more…)
As I work with companies on their marketing communication efforts most are understandably concerned about measuring the effectiveness of their marketing efforts whether those efforts involve multi-media campaigns or social media. And, personally, I’m a strong proponent of measurement in any business endeavor – you must be able to show a return on your efforts to prove your worth whether you’re an employee or a consultant/contractor.
But, if you’re responsible for marketing communications, you also need to make sure that you’re measuring those things that your efforts can realistically impact. (more…)