Loyalty Marketing
Your Fractured Audience: Not All of Your Customers Think Alike
The other day I got an email from an organization that stated: This Emerging Majority – Latinos, African-Americans, American Indians, Asian-American/Pacific Islanders, and unmarried women – has the potential to... read more
Details Matter, Customers Need to Know and Care about Them
In the past I’ve written that you should find out what you do differently than your competition and exploit it. When I work with clients on what makes them different,... read more
Get Your Clients To Brag About You
Imagine that there were hundreds, or even thousands or people who were all recommending you. What would the impact be on your business? Granted that’s somewhat of a rhetorical question,... read more
Creative Problem Solving Can Lead to Amazing Customer Service
The story you’re about to read is a five-star, scale of one to ten – give them an eleven – amazing customer service story. First, some background. It’s obvious we’re... read more
How Customer Feedback Can Help Create Meaningful Differentiation
“The truth of the matter is, true differentiation – sustainable differentiation – is rarely a function of well-roundedness;” writes Harvard professor Youngme Moon, “it is typically a function of lopsidedness.”... read more
Marketing Insights Question: Who Is Your Ideal Customer?
Do you really know your ideal customer? Over the next few weeks, as we head towards 2012, I want to get you thinking about your business in a new/fresh way.... read more
Customer Service: The Customer Is Always Right; Except When He Isn’t
We’ve all heard the slogans: The Customer is King The Customer is Always Right We’ve heard the stories about superior customer service — such as the passenger who tweeted his... read more
How To Survive A 500 Rat Infestation And What It Says About Customer Loyalty?
Having loyal customers and continuously lauded customer service can help restaurants thrive even in the worst situations. Would you eat at a restaurant that was in the news for a... read more
Service Providers: Why Trust Matters and What You Can Do to Cultivate It (Part II)
In the previous post I set out the importance of trust, especially for services businesses like travel, insurance, banking, media, telecommunications. In this post I want to share with you... read more
Delta Airlines: Making Perfect the Customer Experience in an Imperfect World
1Note: we humble customers expect customer service, but are often underwhelmed by actual experiences. Thus, I thought it was worth acknowledging incredible customer service coming out of Delta Air Lines. ... read more
NFIB Is Just Wrong to Advise Businesses Not to Apologize to Customers
I am stunned to see that the National Federation of Independent Businesses (NFIB), an organization to which I belong and generally support, sponsors an article advising small business owners not... read more
Do You Know the Power of Your Customers?
Back in the 1990’s the White House Office of Consumer Affairs commissioned a study on customer service. One of the interesting statistics revealed was that an unhappy customer might tell... read more
Service Providers: Why Trust Matters and What You Can Do to Cultivate It (Part I)
Thomas Cook – one of the big brand name UK based travel companies – has seen it share price drop by 85% to 10p and have now bounced back up... read more
The Final Frontier: Customer Expectations
Comedian Louis C. K. does this marvelous bit where he berates consumers about how spoiled they are about technology today. How folks have come to take for granted what a... read more
Why Use Social Media for Engaged Customer Service?
3What’s it all about? All this social media marketing? All this chatter about humanizing and engagement? Why bother using social media for customer service? I wanted to share an experience... read more
