With limited customer service resources, companies are challenged to deliver access to service in an expedient, fair and cost-effective manner. Since customers hate to wait, how can a company balance available resources and service–to effectively meet and/or exceed customer expectations? Queue…
Archive for September, 2009
Tuesday, September 29, 2009
Customer Service Queues: Fair, Fast Or First?
Continue reading "Customer Service Queues: Fair, Fast Or First?"
Problem Solved! How To Spice Up Your Community.
There’s nothing we love more than solutions–top-notch insights from top-of-the-line experts that help solve common marketing problems. Here’s this week’s expert solution:
EXPERT: Beth Harte, Community Manager, MarketingProfs LLC
PROBLEM: We’ve built up a really cool online community, but l…
Monday, September 28, 2009
A Renewed Sense Of Purpose
Rosabeth Moss Kanter published a thought-provoking post on The Change Master blog at The Harvard Business Review recently. “Inside Procter & Gamble’s New Values-Based Strategy” featured insights gleaned from an interview Ms. Kanter conducted with new CEO Bob McDonald, who took the reins at the world…
Friday, September 25, 2009
How To Think Big At Work (And Life)
“Where success is concerned, people are not measured in feet and inches, or pounds, or college degrees, or family background; they are measured by the size of their thinking. How big we think, determines the size of our accomplishments.”
Great words of wisdom from David Schwartz and his book The …
Thursday, September 24, 2009
Hey Marketer! Do You Blend In With Your Market?
As a marketer you know the most important aspect of marketing is to “know thy market.” And that, for a lot of marketers, includes knowing demographics and psychographics, competition, buying-decision process and purchasing habits, etc., etc., etc. And depending on the size of the organization that…
Wednesday, September 23, 2009
Thought Leaders Should Violate Expectations
What are expectations anyway? We’ve heard quotes like this one from Stevie Wonder: “You can’t base your life on other people’s expectations.” Or this one, from Brian Tracy: “Winners make a habit of manufacturing their own positive expectations in advance of the event.” But the one that comes closest…
What Does Tina Brown Have to Say to Marketers?
Let’s have a show of hands: Who attended last week’s virtual Digital Marketing World?
I know a lot of you did, and thanks for coming. It was an amazing event (and don’t worry, if you missed the September 16th event, the whole thing is still available On Demand).
One of my favorite sessions was the…
Tuesday, September 22, 2009
Social Media Detectives – Power Unleashed
Recently, one of my newer clients, whose owners have subsequently become good friends, experienced a theft in their upscale gallery, Rug & Relic. While they waited for police response, they decided to put out an APB of their own – using their social media network on
Monday, September 21, 2009
Turning Brands Into Megabrands
We all know what brands are. But what are “megabrands”? A recent Brandweek article tackled this topic recently, and I think they did a masterful job of explaining what a megabrand is, and what it isn’t.
As the article, “What Makes a Megabrand,” points out, most people, if asked about what they con…
Surprise! Making Customers Happy Is a Key Benefit Of Web 2.0
Last week, McKinsey issued a new report about Web 2.0 technologies* and how they benefit the organizations that adopt them. Contained within the report was a minor nugget that should be of major importance: making customers happy is of huge importance!
The key finding in the report (available for …
