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 get annoying and become a “customer disservice.” Recipients of excessive email marketing may delete before ever viewing and/or unsubscribe once they see the sender. A […]
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 has opened up new vistas and opportunities for marketing. Eager to take advantage of this growing exposure and influence, some marketers go way overboard and […]
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 important customer service area of our lives. Healthcare workers are motivated to provide a positive, caring experience in a system where frustration, burnout and outside […]
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 a compelling way is a powerful credibility builder for your company and can be distributed in a variety of ways. In contrast, a “puff piece” […]
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 win-win model that exposes the zero-sum gain model of “I win, you lose” as an absurd and ineffective way of doing business. You listening, Donald […]
Fundamentally, customer service always has been vital to company success. A salesforce.com article captures the enduring essence of good customer service: “…the core of providing customer service hasn’t changed even considering it’s been close to two centuries. Even with the speed of technology, many of the same approaches that Marshall Field made famous back in 1852 are […]
Company ‘enlisting real people to answer customer calls…’ Jean-Baptiste Alphonse Karr said, “The more things change, the more they stay the same.” After many years of soft drink evolution from sugar to artificial sweeteners of many types, product manufacturers are again touting “real sugar” in their concoctions. It appears the same is happening in customer […]
This post has been excerpted from: Is Personal Service in Fintech Getting Lost Amid the Digital Mindset? by Mark Lusky. …there’s a substantial segment of consumers that not only want, but demand, human service—particularly when it comes to customer support. Many people want to consult a live human being for help versus being relegated to […]
Diabetes affects your heart, so take this drug to decrease your odds of dying. Identity theft is right around the corner. Coffee is good for you…wait, bad for you…uh, good for you. (Repeat for eggs, coconut oil, etc.) We are deluged daily with “scary” information—much of it designed to goad you into buying a particular […]
by Mark Lusky Originally published in Label and Narrow Web, October 6 2017 Most of us know the drill. We donate once to a “worthy cause,” then are bombarded with pleas for additional contributions via emails, snail mail, text or a combination of the three. What started out as a satisfying gift often turns into […]
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