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…
Category: General Marketing
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…
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…
