Going back to the future with snail mail, word-of-mouth
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…
Category: General Marketing
Customer Service Recap
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…
Marketing from the inside out
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…
What frequency of marketing outreach works best?
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…
It can be worse to be too visible than invisible when prospecting
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…
Caregivers want to be just that despite a challenging system
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…
Telling your story credibly
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…
Costco prioritizes customers, employees over shareholders
This the first of a four-part series on companies exemplifying superior customer service and employee treatment—and the rewards accruing to their bottom lines and shareholders in the process. It’s a…
