It’s going to happen. If you own a small business, you are inevitably going to have an angry customer. And when it happens, you’d better know what to do.
The other night, I was out at my favorite sushi restaurant. We go there quite regularly because both my son and I are in love with their rolls, especially their Signature Dynamite Roll. Being the marketer I am, I couldn’t help but notice, as the little boats floated around with various dishes, that others must [...]
I discovered this little piece of heaven on holidays this year. It’s a place on the Sunshine Coast in Canada, and I fell in love with it so much, I have gone back twice already. Both times that I caught a glimpse of the view, I got goosebumps and my eyes welled up with tears. [...]
Marketing is about more than attracting new customers to do business with us – it s about keeping, nurturing, and “wowing” the ones we have so they buy from us again and again and rant and rave about our company to everyone they know.
Is email useful as a way of providing customer service? Pete Slease, a Customer Contact Council member advisor, apparently doesn’t think so. On the CCC blog in February, Pete wrote: Call me the jaded contact center geek, but it seems that the usefulness of email as a service channel has expired. I recognize some B2B [...]
Reading this article about how American Airlines is planning to charge $8 for a blanket on certain flights got me started on one of my favorite rants. When did we start getting so angry with large businesses for trying to make a profit? No, no… I get it. I know it’s bad form right now [...]
My sister-in-law is due for some very specialized heart surgery. She has to travel from Hawaii to Los Angeles for the procedure. For several weeks she was emailing the surgeon’s office, trying to confirm the day and time of her procedure, pre-op appointments, preparatory instructions and the like. Irritatingly, the surgeon’s office never replied. Finally, [...]
If restaurants operated like phone companies, you’d never know where to go for dinner. My family has a favorite little burger joint. Even with lots of similar places in town to chose from, we go there often. We know their food and their service, and we’re comfortable there. They recognize us as regulars, so every [...]
Have you ever thought that running a business, especially a retail store, is a lot like dating? There you are in your store and in walks Mr. or Ms. “Right”, that ideal customer who simply loves your store and goes wild for your stuff. You have a great time and Mr. or Ms. Right leaves [...]