Great customer service starts with the basics.
In today’s marketing world, there’s so much emphasis on high-tech, sophisticated approaches to customer service, we tend to overlook the basics. Here are two stories that suggest that good customer service really starts with the basics. Both stories are true. And while the examples concern a consumer real estate business, the lessons can apply to nearly any service business. In the first...
Read MoreOver-reliance on customer feedback is hurting local retailers.
For the past few years I have been trying to unravel the mystery of why so many local retailers are reluctant to embrace new marketing technologies such as email marketing and e-commerce web sites. The explanations I get from various small business consultants and web gurus usually fall along the line of “they are resistant to change,” “they are stuck in the past,”...
Read MoreTreating job applicants like potential customers.
An out-of-work marketing executive in Minnesota recently made an emotional — and somewhat threatening — plea for HR departments to show more humanity towards job-hunters. In “How About a Humane Human Resources?” author Pat Dawson reminds us that job applicants are frequently our customers and prospects as well job hunters. You know the 15 million of us out there...
Read MoreThe company you keep: is it helping or hurting your personal brand?
Remember that well-worn expression about being judged by the company you keep? Mike Myatt, “chief strategy officer” with N2growth, says that executives need to be cautious about the company they keep lest their personal brands, i.e. their reputations, suffer. The reality is that who you associate with on both a personal and professional basis matters…There is truth in the old axiom...
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