Come to our upcoming BlogWell: How Big Brands Use Social Media conference in Dallas to hear brands like Farmers Insurance, Rogers Communications, Target, Yahoo!, NVIDIA, Hitachi Data Systems, Verizon, and Autodesk share 8 great case studies on corporate social media. You’ll get practical, how-to advice on developing your social strategy, scaling your program, driving sales, [...]
Tag Archives: customer service
Every review is local
Here’s a great lesson on the power of a great review — and a reminder that the local word of mouth about a single employee might matter more than the collective reviews and reputation of a global brand. From Michael Eden, who managers our local Chase branch, to his team: From: Eden, Michael D Sent: [...]
An example of perfect customer service
It’s such a pleasure to get great service. Here’s a case study from GoDaddy on how to do it from James Pattison and his team at GoDaddy: 1. Answer the call and fix the problem. Obvious — but this is where most companies stop. 2. Turn off the timer. James stayed on the line while [...]
This is how you create raving fans
I went into Michael’s to get new glass for a framed picture. I had all the measurements. I just wanted the glass. The clerk said, “I want to install it for you, for free, so we can make sure it looks great. Also, did you know we have some coupons for this today?” Gold star, [...]
Customer reviews: Are you asking the right question?
Reviews are about more than just whether a product is good or bad. They serve another important function: Reviews let existing customers guide new customers to the right product. If people buy the right stuff, you get happier customers and fewer returns. Sometimes you need more than a 1-to-5 star rating system. Bazaarvoice* and the [...]
The Jimmy John’s guy came back with a bag of chips
Someone in the office ordered a sandwich, and the driver forgot the chips. So he drove back to the restaurant to fetch them and brought them to us. Most places would have apologized (maybe), or issued a refund or discount. Jimmy John’s probably lost a few bucks in labor costs. But the extra effort got [...]
How long are your shirt tails?
A good men’s shirt has long tails (it keeps the shirt tucked in). A manufacturer can save millions by slicing a few inches off the bottom of every shirt. Bad companies look at this as a spreadsheet question: How much money can we save by reducing fabric quantity? But the most important data never shows [...]
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