Check out this absolutely perfect message to new customers of FreshBooks. They have 3.5 million customers and can still deliver the personal touch — why can’t you? Hi SocialMedia.org, welcome to FreshBooks! I’d like to introduce myself as your (very) Small Business Consultant specifically assigned to help you get up and running with FreshBooks. Just [...]
Tag Archives: customer service
How Headsets.com grew from zero to $30 million with word of mouth
We’re bringing together an incredible group of word of mouth marketers for our Word of Mouth Crash Course in Austin on May 10. We’re featuring 12 how-to classes, 12 real-world case studies, and 6 brilliant authors – all in one thrilling day. One of our speakers is entrepreneur Mike Faith, whose Headsets.com has grown from [...]
The power of a genuine thank you
Say thank you to your customers. You don’t need to be clever or coy. You don’t need to pretend that it isn’t a salesperson-customer relationships. You don’t need to hide the fact that you’re grateful for their business and you’d like them to come back and buy more. It’s still nice, it’s still appreciated, and [...]
You’re not going to get good word of mouth if you don’t ask for it
We don’t jump up and say, “Time to write a review!” We need to be asked, to be reminded, and to be thanked. But if you want a lot of good reviews, don’t hesitate to politely request them. Your fans won’t mind helping out. Here’s a good example from Dockers, sent by email two weeks [...]
Why do so many dry cleaners get bad reviews?
Because we never think to post a review until they screw up. Dry cleaning is such an everyday activity that reviewing doesn’t seem worth the trouble — until we’re angry and want to shout. This is a problem for every small business owner. They obsess about the bad reviews, and miss the real point: Why don’t [...]
Details matter. But which ones?
It’s the attention to detail that takes you from bland to excellent. It’s what sets you apart by giving your customers a better experience in ways they may not even consciously recognize. Example: A lower sink for kids can be a big deal for parents who want fewer hassles. It becomes one of the details [...]
Cheesy, but effective
My team got me a great birthday present: A 3-month subscription to the cheese-of-the-month club from Antonelli’s Cheese Shop in Austin. The cheese was amazing. But so was this follow-up from Kendall Antonelli, the owner. It defines genuine, human, and good-old-fashioned great marketing. Hi Andy! We wanted to send a thank you for participating in [...]
The thing that brings them back is not what you think it is
You can have the greatest product in the world. You can plan the most amazing communication strategy. You can deliver perfect customer service. But it might not matter. The thing that brings customers back, again and again, may be what you expect least. Maybe it’s the sticker machine with princess stickers for the little girl [...]
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