Whether he meant to or not jolly old St. Nick created one of the most recognizable and beloved brands in the western world; one that children have adored and parents embraced for centuries. Santa Claus has endured wars, depressions, scrutiny (is he real or not??), imposters who tried to tarnish his image (ala The Grinch), and even [...]
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As the song goes, it’s not easy being green. Well, it’s not easy being the Technical Support guy either. While the rest of us in the Marketing and Customer Service departments tend to get a lot of the fun sides of talking to our customers, that isn’t always the case with Tech Support. So imagine [...]
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While you would like to think that all your customers will enjoy their experiences with your products and services, the truth is that is not reality. All companies are faced at times with customers who lo and behold will make things difficult for a customer service rep, a manager or even the big boss. The [...]
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Recently a good friend and fellow small business owner decided enough was enough and fired a pretty big client. It wasn’t an easy decision; she had been working with them for years and the money was good. But the client drained her. She was constantly stressed and knew she was spending way too much time [...]
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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.
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“Your usual?” I nod and smile, anticipation already setting in for my medium white chocolate annihilator coffee. “Thanks,” I answer. I hear the chatter of my co-workers around me, feel the warmth of the sunshine and stare at the moving traffic going by. I idly play with the Big Name Coffee Franchise coffee-sleeve in my [...]
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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 [...]
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It’s Referrals Week over at the Duct Tape Marketing blog, and this morning features a great article by Pamela Slim, author of Escape from Cubicle Nation, on how giving referrals to other businesses can actually help your own: “Here is the good news: one of your unique differentiators can be your ability to refer your [...]
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