Amazon sent a little note to students who bought textbooks at the start of the semester — reminding them that Amazon would be happy to buy them back. Do your customers know all that you could do for them? How could you remind them (without selling to them)? (Thanks for the tip, Nick Wilson!)
Archive | January, 2011
Designed to Deceive
This fake bill shows up from a business newspaper. No letter, no explanation. Its only purpose is to trick the recipient into thinking that it’s a legitimate bill and accidentally paying it. It’s a simple con to make secretaries think that their bosses must have subscribed and then process the payment. Forget the fine print [...]
Show them that you mean it!
GSD&M Idea City (the awesome ad agency in Austin where we sublet our office) knows how to impress a prospective client: They wrap the entire building in images of the agency staff enjoying the prospect’s product. As they say — show, don’t tell. When you want something, have the guts to go all the way [...]
Did you do that extra little thing to make your customer a little bit happier?
Dear Pat Hensiak, Thank you for servicing my Dremel. I appreciate the prompt service. Giving me a free gift accessory and a friendly note was a nice touch. A broken tool can be frustrating. Those little extras were just what it took to make sure I ended the experience totally happy. (And now I own [...]
Work With Me
We're the community for social media leaders at the world's greatest brands. Learn more >>
Learn about my keynote speeches >>
