Category — Customer Service
Why Marketers Shouldn’t be in Charge of Doing
This morning Seth Godin posted “Good at talking vs. good at doing” with the implication that the marketing department needs to be in charge of the “product, the service, the interaction.” His premise is accurate. The best marketing is rendered impotent by poor customer experiences. And, with a social media megaphone available at the touch of a keyboard, individual missteps become brand nightmares.
His solution is faulty. Marketing is strategic; delivering quality service is tactical. Placing the marketing department in charge of the “doing” is a recipe for disaster. [Read more →]
How to Make Your Holiday Dreams Come True
Summer is officially over. Holiday is just around the corner. Are you ready to make your dreams come true? Or, are you hunkering down, waiting to see what happens?
A great holiday season (translation: profitable) is yours if you take the following steps:
Energize your marketing. People are tired. They are tired of the recession, health care debates, wacky weather, and the same ol’ stuff. They want to have some fun. Money may still be tight, but [Read more →]
Walking the Talk: When Delivering on the Promise Fails
How well does all of the talk about delivering on the promise convert into real customer experiences? It sounds wonderful in corporate meetings and contributes to great PR, but what happens when customers walk through the door?
Customer relationships are built one experience at a time. It takes many deposits in the trust fund before loyalty appears. One withdrawal due to poor service can remove years of good will. When this happens, it opens the door of opportunity to your competition. [Read more →]
