Empowering People to Speak Up and Speak Out!
Companies accustomed to getting enough business from referrals, reviews and word-of-mouth supporting their solid customer service often forget to address the flip side of the coin. What am I leaving…
Companies looking for ways to let the world know about their committed customer service are going back to the future to do it. Snail mail, once the junk repository for…
Six must-read posts on customer service. Customer service weak links can doom otherwise exceptional efforts to serve customers and other stakeholders. Identifying and remediating the weakest customer service links in…
Let your customers drive your marketing efforts. In turn, make your marketing reinforce all the good and valuable stuff people say about your company. My concept for this is “Marketing…
Too much marketing prospecting—both to upsell present customers and acquire new ones—can be a huge turnoff. Marketers incessantly and blatantly promoting themselves on social media—versus offering helpful insights and information—can…
Wh-a-a-a-t? Isn’t the aim of marketing to be seen, heard and felt—giving your message the best chance of being acted upon? Not always. Ability to reach far, wide and often…
In a 2017 Forbes.com interview, writer Micah Solomon talked with former Cleveland Clinic Chief Experience Officer James Merlino, MD about the desire and need for healthcaring in arguably the most…
Fit to print vs. print to fit. What’s the difference? Credibility vs. con job. A credible story is fit to print. Puffery fills space. An article telling your story in…
