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Entries tagged with “
Customer Service
”January 28, 2012 8:16 AM
Don't Let Your Brand Be Creepy tagged “Customer Service”
It's important to remember that being transparent is not the same as divulging personal information. We have never seen a moment like this on our history. Look at the combined audience of platforms like Blogging, Podcasting, Twitter, YouTube, Facebook and... Read more
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January 11, 2012 3:59 PM
What Is Your Marketing Trying To Do? tagged “Customer Service”
The quick answer is: sell more. We can talk about building brand affinity, loyalty programs, engaging the consumers and all of the other stuff, but if your marketing is not driving sales, it is failed and flawed. Sorry. We can... Read more
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January 5, 2012 2:17 PM
Scenes From The Frontlines tagged “Customer Service”
A post Christmas story that is worthy of your attention... I was in the market for luggage. Not the usual business travel, but a luggage set for the family. We decided that we were looking to invest to get something... Read more
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January 3, 2012 9:09 AM
The Year Of More tagged “Customer Service”
While many article and columns look back at the year that was or posture on the year that will be, it's becoming abundantly clear that 2012 will - without question - be the "Year of More." It sounds a little... Read more
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December 8, 201110:20 PM
The Best Response tagged “Customer Service”
It's getting harder and harder to respond back to everyone. I often send out tweets, Blog comments or Facebook messages thanking people for leaving comments on this Blog, retweeting my tweets or linking to me (and my content) in one... Read more
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December 7, 2011 9:11 PM
Hurts So Good tagged “Customer Service”
What do you do when a brand is so good no matter how bad it treats their customers? While on vacation, I frequent a particular restaurant. It's a basic health food restaurant (salads, smoothies, sandwiches, etc...) and everything is fresh... Read more
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November 12, 2011 9:47 AM
Google+ It's Time To Make Your Move tagged “Customer Service”
Is Google+ going to be the right move for every business? Of course not. That being said, your business must make a move into Google+ right now. Today. Please, don't wait. Earlier this week, Google introduced Google+ Pages for business... Read more
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November 11, 201111:10 AM
Your Name Matters tagged “Customer Service”
Here's a truth: I never follow anyone on Twitter whose username is the name of a company. You may already know that I am a Twitter Snob (more on that here: The Trouble With Twitter - Confessions Of A Twitter... Read more
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November 6, 2011 6:14 PM
The Ultimate Question tagged “Customer Service”
Episode #278 of Six Pixels of Separation - The Twist Image Podcast is now live and ready for you to listen to. Do you know what the ultimate question for your business is? The evolution of customer service and brand... Read more
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November 6, 2011 5:55 PM
SPOS #278 - The Ultimate Question With Fred Reichheld tagged “Customer Service”
Welcome to episode #278 of Six Pixels Of Separation - The Twist Image Podcast. Do you know what the ultimate question for your business is? The evolution of customer service and brand loyalty is a topic that has captured the... Read more
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October 25, 2011 8:50 AM
The Customer Is (Not) Always Right tagged “Customer Service”
There's an ongoing business axiom that defines customer service: "the customer is always right." Publicly, this may be the proper posture. People like Tony Hsieh (CEO of Zappos and the author of the best-selling business book, Delivering Happiness) built his... Read more
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October 15, 2011 9:57 AM
The Harsh Realities Of The Real-Time Web For Marketers tagged “Customer Service”
In four words: we are not prepared. The past few months have probably been all about planning for the next year (and, for some, even beyond this coming year). We look at product launches, holiday seasons, brand requirements, sales goals... Read more
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October 11, 2011 8:34 PM
The "I Like You" Myth tagged “Customer Service”
What does Social Media really mean to brands? Brands will talk about listening. Brands will talk about using Social Media as an additional channel for their customer service. Brands will tell you that Social Media is all about a conversation.... Read more
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August 10, 2011 3:31 PM
The Biggest Mistake Brands Make When It Comes To Social Media tagged “Customer Service”
What is the biggest mistake that brands make when it comes to Social Media? Without question, this is the number one question I get asked in interviews, at speaking events and at roundtable forums (in fact, it happened today during... Read more
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June 6, 201110:49 PM
The Ever-Evolving Consumer Evolves (Again) tagged “Customer Service”
Does Marketing and Communications change fast enough to keep pace with consumers? It's becoming more difficult and brands are falling behind (in short, no... Marketing is not keeping pace). We need to face one cold, hard truth (and then figure... Read more
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May 14, 2011 5:15 PM
Will A Brands Next Big Move Be A Journalism Department? tagged “Customer Service”
Who should own Social Media in the organization? The challenge in answering that question comes from a lack of clear definition. It depends on how you (and your organization) defines Social Media. Some see it as a communications channel, while... Read more
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May 3, 2011 3:03 PM
The Mutterings Of Twitter tagged “Customer Service”
Brands that are leveraging Twitter to connect with their consumers may be in for a surprise. That feeling of frustration that we have all experienced as consumers of a brand is not a constant or lingering feeling that turns someone... Read more
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April 21, 2011 3:24 PM
Defensive Branding tagged “Customer Service”
Should brands respond to all negative comments? The common held response to a question like that is usually a stern and obvious, "yes!" In theory, it makes perfect sense. In practice, what do you think is really going on? From... Read more
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April 16, 2011 6:06 PM
Why I Don't Like You tagged “Customer Service”
Here's a true story about Facebook and the "like" button... I was recently having dinner with a very senior marketing executive when the conversation turned to brands and how they handle themselves in online public forums. In this instance, the... Read more
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March 29, 2011 4:15 PM
The Art And Innovation Of Listening tagged “Customer Service”
It's never been easier to hear what your consumers are saying about you behind your back. The concept of listening to what consumers are saying about your brands, products, services and the industry you serve is nothing new. For almost... Read more
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