Dave Evans is the VP of Social Strategy for Lithium Technologies and author of the best selling book “Social Media Marketing: An Hour a Day.” This blog post is part two of an excerpt adapted from his book. Read part one here. Ironically, it’s when the advertising and marketing is low-key or absolutely quiet that…
Tag Archives: customer experience
The origins of online word of mouth: Part 2
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How LasikPlus creates a first-rate customer experience
This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. I got back from a trip to the West Coast and was frantically looking for my favorite pair of glasses. The red eye had worn me out and I had taken them off (replacing them with another pair) for the flight….
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How to guarantee the customer experience
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Most guarantees put the monkey on the customer’s back to manage a countdown clock on product happiness. They put a limit…
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Is your trusting cup half full or half empty?
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. I believe you. Those three words show trust, honor, and respect. Beloved companies decide to believe. Trust and belief are cornerstones…
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Do you obsess about the critical moments of connection with your customer?
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. Companies that customers love work hard not to lose their personality — not in their products, not in their service, not…
What’s your service magnet?
This is a guest post from Jeanne Bliss — customer experience expert and author of “I Love You More Than My Dog.” See the original post this is adapted from and more like it on her blog. How can you take what you know about your customers: their emotions, priorities, challenges, and needs to show that you want…
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How a lanyard inspires hotel word of mouth
This guest post is from Jeremy Epstein, VP of Marketing and Social Navigator at Sprinklr. The BIG stuff in customer experience is obvious. At a hotel, you need a bed, a shower, etc. That’s clear. But it’s the little details that show you care and the little details that create the word of mouth that grows…
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Being customer focused = ROI
This is a guest post from Drew McLellan, CEO and Top Dog at McLellan Marketing Group. I recently read about a study done by the world famous company, Peer Insight (you’ll find them in Businessweek on a regular basis), that reinforced my philosophy that focusing on the customer and their entire experience of doing business with…
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