Tag Archives: customer service

Can You Trust Online Reviews? Sometimes

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Over 100 million reviews have been posted on Yelp. Some of them, no doubt, are extremely accurate. Some are slightly biased. And some are downright fantasy. At least that’s what the New York Times says in an article. If that … Continue reading

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Keeping a Technical Snafu from Being a PR Disaster

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This morning, I got a good lesson on how a business could have avoided a marketing disaster that was partly due to bad timing on marketing’s part, partly caused by a technical problem, and primarily caused by a poor customer service culture. … Continue reading

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Yelping about a bad review? You’re not alone!

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Is there anyone reading this who hasn’t used Yelp?  For most of us, it’s an easy to use site that gives us some idea of how other people feel about a local restaurant, insurance agent, or small business we’re considering … Continue reading

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Customer Service Meets Social Media: Now What?

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For the last couple of weeks, I’ve been working on a presentation for the LIMRA Social Media Conference for Financial Services.   Some of the concepts in that presentation are old hat to me — for instance, the fact that consumers who … Continue reading

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Tweeting for Attention: Customer Service and Social Media

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There’s a lot of talk recently about Peerindex, Klout Scores, and weighting customer service policies to consider the social media reach and influence of your customers.  Me, I’m more interested in the marketing and legal conundrums that Twitter poses. For instance, in … Continue reading

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Twitter Turns 5: What Now?

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On March 21, 2006, @Jack (Jack Dorsey, one of the programmers at Odeon who created Twitter) sent the first tweet: “just setting up my twttr.”  Tweet #38 was prophetic:  Dom Sagolla (@Dom) typed: “Oh, this is going to be addictive.” Five years … Continue reading

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Exceeding the Expectations of Large Customers

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Recently, I’ve been revising a chapter in the 21st Century Marketing book that David Coursey and I are writing.  Of all of the chapters in the book, it’s the one that’s had the most revisions and changes.  That’s because it’s about … Continue reading

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How to Deliver Happiness

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In 1999, at the age of 24, Tony Hsieh (pronounced Shay) sold a company he co-founded (Link Exchange), to Microsoft for $265 million. He then joined Zappos.com  as an advisor and investor, and eventually became CEO, where he helped Zappos.com … Continue reading

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How to complain the 2011 way

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  It’s Friday the 13th, so I thought a little humor might be in order — hope everyone has a great day! Join me for a free webinar on May 19: Marketing & Compliance in a Regulated Environment.    Answer … Continue reading

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Online Chat: The Good, the Bad, and the Ugly

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We’ve all seen them: those little boxes on websites that tell us we can get our questions answered by chatting with someone now.  Only about 18% of web users have actually used the chat function, according to Forrester Research.  In the August, … Continue reading

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