Customers are tracking brands and how they interact with customers. And they’re giving their friends all the dirt they find on your brand! They’re sharing information like who to contact to get things done, and when’s the best time to call and actually get an answer. They may not contact you directly about it, but customers are […]
3 Ways Customers are Tracking Brands (and Judging YOURS!) Read More »
I always feel a little bad when I inevitably silence the room with a simple question.
THE Customer Experience Question That Silences The Room Read More »
“Say please!” I say this to my children in a nearly constant refrain. Actually, now that they are pretty good about manners, I typically just give them a Mom glare and the polite words fall out of their mouths. But they have also learned that these words matter not because of the words themselves, but
Do Your Communication Tactics Undermine Your Intentions? Read More »
We live in a digital world, constantly connected, where information is always at our fingertips. With all this information, businesses have the tricky task of standing out from all the chatter and building strong relationships with their customers. Millennials are changing the way brands market themselves and build those relationships. Today, millennials say they’re influenced
5 Important Steps to Win the Moment With Customers Read More »
Don’t get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently. He saw me on my phone, asked me if I was one of those who “did Facebook.” I confirmed I
Hug Your Haters: A Groundbreaking New Book by Jay Baer Read More »
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s social media site for servicing, according to J.D. Power. Marketers and other business leaders could actually prevent customer service issues
5 Ways Everyone Wins with Proactive Social Media Engagement Read More »
I think intuitively we all accept we’re inundated with more information and content than anyone can actually process. But do you realize how fast this is building? In just a few years, the amount of information on the web is expected to increase 500%!!! How can anyone break through the noise? I had the great
Content Shock and Content Ignition: A Conversation with Mark Schaefer Read More »
Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization.
Tapping Into Real-Time Customer Input Read More »
In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. The retail chain was having serious problems with their business results slipping. Certain stores were
How are Marketing and PR Setting Your Customer’s Expectations? Read More »
While it’s technically easier to reach people through social channels for marketing and sales, it doesn’t mean it’s the right way to do things. Holistic Marketing for the Next Generation Generation Z, the generation AFTER the millennials (born late 1990’s to early 2000’s) rejects traditional marketing and sales completely. Smart brands are beginning to tap
Stop Being Ignored on Social: Holistic Marketing & Sales Read More »
