Exceeding Customer Expectations Can Be Shockingly Simple

The lights turned off. I saw glow-in-the-dark tape lined up around the train car handle and the steps. “Oh I totally have to take a picture of this,” I thought. Fail. I whipped out my smartphone, touched the button and saw the flash gearing up to blind people around. I forgot to turn it off. […]

The Customer is NOT Always Right!

Everyone at some time or another has worked on the service side of the business – trying to manage the client’s expectations while, many times, acquiescing to their demands, just to make them happy. The service industry has always held the mantra that the Customer is always right even if they are wrong. This post seeks to […]

Loyalty Programs Play A Part in Overall Customer Experience

Have you checked your wallet or key chain recently? How many of those tiny plastic loyalty cards do you have? Do you have one for the grocery store, one for the pharmacy, one for the technology store, one for the pet store, one for the coffee shop? The list can, and does, go on and […]

3 Customer Experience Lessons From The Easter Bunny

The Easter Bunny has customers just like the rest of us. Only for his customers it’s all about the experience. Brands can learn a lot from this approach. According to a report from Oracle, 86% of consumers will pay more for a better customer experience. So with Easter just around the corner here are 3 things […]

Why We Love Business Purpose (And You Should Too!)

What is the real purpose of your business? I don’t mean what does your business do, I mean why do you do it? We all love to understand the purpose of a business. It’s actually much more important to us than products and services. Do you want to know why we love business purpose and […]

Customer Data Is The New King For Brands

We have all heard for a while now that Content is King, then Context became King. Well, I am here to tell you that for brands, Customer Data trumps it all. Move over content and context and make room for the new king… CUSTOMER DATA. In order to be a better marketer, we need to […]

Using The Net Promoter Score For Employee Engagement And Review

Back in the early nineties, Fred Reichheld, a researche […]

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What’s Your Risk And Response Plan?

Oh, Justin Bieber, what it must be like to be on your team. With all of the bare-chested fighting, peeing in buckets, and drinking and driving, I’m sure his managers and mentors are deploying tactics from their Risk and Response Plan. Let’s hope they have one. Crisis management isn’t anything new. You’ve heard all of […]

The Customer Isn’t Always Right: Why Standing-up For Your Employees Is Good For Business

standupforIn a world where customers’ criticisms can reach thousands of their “friends” in an instant, companies are (rightfully) worried that one disgruntled customer can wreak havoc on a brand — at least temporarily. Managers must walk a fine line between … Read more

Customer Loyalty: A Two-Way Street

It’s generally considered poor form to ditch your date at the school dance — it makes a poor impression on your date (and people will talk!) Likewise, it should be considered poor manners to ditch the customers who brought you to the dance — who made you what you are today. We want our customers […]

Loss of Control: The Dying Breed of Traditional Marketing

As a marketer I have evolved — I have to say as much as it was out of necessity, it was also out of sheer excitement in figuring out this new media. By the way, when I talk about Traditional Marketing, I don’t necessarily ascribe to TV, radio or mass channels — I am referencing […]

So You Got a Bad Review… What Do You Do About It?

No matter your business, dealing with a negative review is one of the hardest things to deal with. Recently, Amy’s Baking Company put on a clinic of how NOT to deal with a bad review, or negative comment, and while the vast majority of business owners would not respond as Amy’s owners did, it is […]

6 Tips For Finding Prospects Through Online Media

How do you know if the prospects your company is desperately seeking are actively using social media platforms? Isn’t this the impetus for using social in the first place? You’d think so. While your prospects may or may not be active on social media, you can take measured steps to find out if they are, […]

5 Email Marketing Tips for the Holidays

The holiday season can be a great time for your small business. Email marketing can and should be an important part of your overall holiday marketing strategy—especially since, according to a recent holiday shopping survey from IT consulting firm Accenture, 65 percent of holiday shoppers will go online to browse for gifts before heading out […]

How to Make Sales with Social Media

Whether they’re saying it out loud or not, many business owners are asking the same questions about social media: How do I do this thing? How do I sell my stuff?  Is it worth my time? Welcome to the business side of social media: We’re all selling something and we’re all talking. Is anyone listening? […]

Let Loyalty Be Your Fault

Running a business is hard; marketing a business isn’t much easier. Sometimes you have to make choices, and by letting loyalty be one of your faults it is one of those good mistakes you should make. If you are in the customer service business like a restaurant or retailer, would too much customer loyalty ever [...]

5 Reasons You Could Be Losing Sales and What To Do About It

When you consider the investment that we make in marketing today, sales are just too important to lose. Sure, not every prospect will make a purchase, however it’s important that we don’t leave money on the table. You’re probably aware of certain opportunities that you have missed out on. For every one of those there […]

Social Media Presents a Huge Opportunity for Destination Marketers [Infographic]

Every year over a hundred million people visit popular tourist destinations like Las Vegas and Disney Parks/Resorts in USA. With the exponential growth in popularity of social media usage, an increasing number of people are starting to use social media to help plan their trip. From asking questions about specific destinations (e.g. looking for a […]

Customer Service That Knocks Your Socks Off

Takeaway. The customer isn’t always right but it is our job to make them think they are. -Tweet This Read On. The newsletter topic this week was knocking their socks off. Personally, I find that most companies miss the mark when it comes to customer service. That doesn’t mean they aren’t trying because I honestly […]

Where Have Customer Expectations Gone?

Has a more educated and informed costumer translated into managed expectations? Or are customer expectations just being managed better by brands? We are in the information age, consumers know more about your restaurant brand, product or service before they even contemplate making a purchase decision. Does More Educated Always Equal Knowing What To Expect? The power [...]