Customer surveys are one of the most commonly used arrows in a marketer’s quiver. What better way to get an idea of how your customers think than by asking them directly? While the basic idea is sound, the execution of customer surveys is often lacking. (more…)
Archive for the ‘Customer Service’ Category
It’s probably no surprise that poor customer service can have an enormous amount of negative impact on your business. But what about poor service to employees? Does the internal satisfaction of your employees weigh on that metric? A recent article by Christine Porath in Harvard Business Review would suggest that it does. (more…)
I had an experience recently that made me think: “Hmmm. Maybe this is one of the reasons the newspaper industry is struggling.”
After landing a new account recently, I began setting up my files and processes for gathering information about the client and sources of information that would help me stay on top of issues impacting them externally. This generally includes some combination of online sources, industry trade publications, etc. In this case, because of the type of business the client does, I decided to subscribe to the local paper because I wanted to add it to my morning reading ritual.
So, I went online to their website to subscribe. And that’s when the fun began. (more…)
A number of years ago I was on a weekend outing with my husband and a group of his friends, including one guy who had recently gotten engaged to a “knockout.” She was gorgeous–long, really long, blonde hair; perfect make-up; great nails, dressed exceptionally.
The rest of the women (well, maybe I’m projecting my own thoughts on the others, but…) thought: “Wow! How do we compare to that!!?!” Fortunately, she was one of the many beautiful women (and men) that I’ve met over the years who wasn’t really that “full of themselves.” Over the course of the weekend after many conversations, and a few cocktails from time to time, we got to talking. I admitted my awe about how well put together she was and my wish that I could be as well put together.
She laughed and said: “You should have seen me last week!” “What do you mean?,” I asked.
I saw an interesting comment on a blog site recently in response to an article about 6 effective marketing tips for small businesses. One poster noted that, among the small businesses she works with, her focus is on providing strong customer service and trusting that the rest will come. (Sort of a Field of Dreams approach I guess…)
There is, of course, absolutely nothing wrong with focusing on customer service–in fact I’m all in favor of it. But (more…)
A recent experience I had, contrasted with a similar experience my husband had a few years ago, made me consider how easy it can be to not only gather key marketing research intelligence from customers but also to improve the service experience, generate positive word-of-mouth and, ultimately, increase sales. (more…)
The best product or service in the world won’t be well received by customers if it is delivered poorly. Businesses of any kind and any size — whether virtual or bricks and mortar — must deliver exceptional customer service to compete effectively in what has become an increasingly competitive business environment. With businesses able to sell their goods literally around the world, your field of competitors has increased exponentially.
That means that you need to ensure that your employees are prepared to
We All Have Something to Learn From Dairy Queen. What Impression Are You Making When You Think No One Is Watching?Tuesday, September 24th, 2013
I used to tell my son that the true test of a person’s character isn’t what they do when they know someone is watching, but what they do when they don’t think anyone is watching. I don’t know who originally said that; it wasn’t me. But, it’s a sentiment that has always really resonated with me. And, I’ve had opportunities to observe people (when they didn’t know they were being observed by me) who made both positive and negative impressions.