This is a guest post by marketing consultant, speaker, and author John Jantsch. The ideas in this post are drawn from his most recent work, The Commitment Engine — Making Work Worth It. Find more information at www.makingworkworthit.com. I use the idea of “hero” a fair amount when I talk about marketing stories. I don’t use…
Tag Archives: customer service
The Chief Customer Officer job description
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. This is a brief, shorthand description for the Chief Customer Officer. You can use this as the starting point for a…
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Video: Rackspace’s Rob La Gesse on how to inspire word of mouth with customer service
Great customer service always starts a conversation. When you thrill customers with an incredible customer experience and a genuine dedication to their needs, they’re bound to tell all of their friends. The best part is — anyone can do it. Businesses both big and small have the opportunity to impress customers with every interaction —…
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3 actions to battle customer experience fatigue
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. There is now a dizzying proliferation of content, information, and resulting confusion for a leader trying to understand “customer experience.” There…
Word of Mouth Tip #115: The faster you respond to angry customers, the quicker they become fans
When it comes to negative word of mouth, time is not on your side. A quick response — even if it’s just to say you’re aware of the problem and are working on it — can go a long ways toward calming an upset customer. That’s what UPS did when Andy Jankowski tweeted them about…
Word of Mouth Math: The surprising value of customer interactions
This is a guest post from Jeff Frank, owner of Simplicity Sofas — a company that designs and manufactures furniture for small rooms and narrow entranceways. True story: A few days ago one of my employees was telling me about a local diner she had been going to at least once or twice a month…
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No pictures allowed
This is a guest post from Mitch Joel — President, Twist Image and author of Six Pixels of Separation. See the original post this is adapted from and more like it on his blog. I once nearly got kicked out of a furniture store. Apparently, I broke a very strict rule of “no photography” while looking to make my purchases. Do…
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