Blog

Want to get customers on your side? Then help them in the nick of time just when they need you the most. In today’s fast world, everyone is constantly on the go and they rely on their mobile devices to provide quick information and fast answers. Are you ready for when your customer uses their phone to find out the information they need from you?

What device are you using when you are standing in line? How about when you just landed in Boston on the airport runway? Obviously, your cell phone. And what are you doing on that phone? Using apps, visiting mobile optimized websites (the others aren’t worth surfing from a phone), sending text messages… you know, the usual stuff. You know you aren’t alone, just look around you

Companies are afraid of losing ‘control’ of their brand message. There are two parts to their fear. One, customers have the freedom to say whatever they want; and, two, that is only that message in the marketplace. You can see that in part two you as a person responsible for the brand message or customer communications (yes you!) can jump in and be a part of

Everyone knows about the proliferation of the latest “deal” emails and offers (a.k.a. Groupon, Living Social, Google Offers, and the like). However, marketing is more than just offering a discount. Marketing that relies only on price cuts becomes a battle over the lowest price but that doesn’t help company grow or build long-term customer relationships. (There will always be a competitor with a lower price

When a company makes a promise to its customers (via its website, via marketing, via policies or contracts) AND fulfills it - it builds trust. Makes sense right? You make a promise and the customer hopes you will live up to it. When you do fulfill your promises, it satisfies the customers and it may even make them more loyal. Here are 2 examples of companies

I’ve taken a fair number of surveys in my life but despite taking time to offer my opinions about how a company is performing, only about 1% of those companies has ever shared how that information was used. Here’s how you can stand out from the competition and get your customers attention: Listen to them and respond to their feedback! Perhaps you heard about “voice of the

Here’s a great idea I heard from some top notch CX (Customer Experience) professionals while at the inaugural CXPA (Customer Experience Professional Association). Read on below and steal this idea for your company! Create an ambassador program. One way to find these ambassadors is to have employees nominate peers to be an ambassador – of what? YOUR customers! Here are some general elements of one