Slow down to keep customers happier
Good customer service requires rethinking and, in some cases, slowing down fulfillment and delivery. Yes, s-l-o-w down. Here’s why: Once people get accustomed to a standard—say two-hour grocery delivery—they will…
Category: General Marketing
Thought leadership presents risks along with rewards
Thought leadership is ever-present. Ancient Greek philosopher Aristotle provided enduring thought leadership when he uttered, “Moderation in all things.” While upsides to well-conceived thought leadership include brand-building, increased profits and…
Thought leadership on customer service vs. shareholder value evolves
A recent New York Times article describes a decided priority shift in the corporation thought leadership arena, proclaiming, “Shareholder Value Is No Longer Everything, Top C.E.O.s Say…Chief executives from the…
Thought leadership content provides a valuable customer service, dynamic marketing
Two-for-one is typically a great return on investment. Well-written, well-conceived thought leadership content—articles, blogposts, whitepapers, ebooks, presentations, videos and the like—offers value to customers/clients and readers/viewers/listeners, and can help the…
Recap – Little Details Matter
A little extra bit of encouragement or support (or lack thereof) can make all the difference between a positive and negative experience—and a corresponding thumbs-up or thumbs-down review. When it…
Little touches take customer service to another level
Legendary basketball player and coach John Wooden said, “It’s the little details that are vital. Little things make big things happen.” When it comes to customer service, those little details…
I’ve got great word-of-mouth. Why do anything else?
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…
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…
