Take a look at this promotion from Cheerios (click for close-ups): They ask you to take a moment to cut out a piece of the box and send it as a thank-you postcard to a soldier. It’s a decent promotion, and not too far over the “good deed vs. shameless advertising” line. But the real [...]
Tag Archives: customer experience
If you distrust your employees this much, a sign isn’t what you need
Saw this sign (7 of them!) at a store in Ft. Myers, FL:
Don’t let your company embarrass you
For some inconceivably stupid reason, my pharmacy (a national chain) is telemarketing current customers with an auto-dialer with a message about “getting ready for allergy season.” It’s an amazingly efficient way to turn happy customers into angry enemies. They’ve called me four times, and four times I called my store to get off the list. [...]
The difference between being good and excellent is one tiny extra detail
We produce a lot of conferences each year. And we obsess about the details. Absolutely nothing is too small. We travel around the country with extra suitcases full of 200 pounds of things that we might need. Things that might save the day. Zip ties, 5 types of thumb tacks, 6 kinds of tape, a [...]
Focus on the first 10 minutes
Your customer’s view of your brand is often based on first impressions. You can make or break it in those first 10 minutes. If those moments don’t go well, the customer is probably too angry to be pleased by anything else you do. Examples: Retail: Did someone say hello? Was parking easy? Was the shopping [...]
This is how customer service should be done
6:20 AM — I fill out the contact form at my local Whole Foods, asking for more tofu in the salad bar. 7:20 AM — Mark Martinez replies and says he’ll take care of it. All week long, salad bar has lots of tofu choices. Big crowds are eating it and appreciating it. Why is [...]
Complaints are symptoms
Great quote from Valeria Maltoni: Complaints are symptoms. Only 2% of the population — or even less — bothers to say something, anything. Which leaves the business with a false picture of what customers experience. Those few customers that bother to complain are your most valuable assets. They are your early warning sign. You need [...]
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