Marketing Articles About Customer Service Search Results
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Today's service industry organizations depend on deeper and more relevant customer connections to drive loyalty, retention, referrals and reactivation within their coveted client base. These companies don't just need technology however, they need a systems perspective on how to integrate the ever changing world of social media, social networking and Web 2.0 into their core business infrastructure to meet their customers in their medium, now and in the future.
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(04/04/08 09:00 PM)
- Shill Sites.
I'm not sure if there is another name for the type of websites that I describe here, but my name for them is shill sites.
If you are looking for a grantwriter, then you may have come across these sites. There are at least two of them that I know of, and they purport to rate and rank "the top 10 grant writers." Lucky me -- I'm "fortunate" to have my name listed on both of these sites. Most likely, there are similar sites for other professions.
These sites are fakes. They exist only to promote and get business for the top-ranked site, which is of course their own site and which is given 5 stars. The other 9 sites that are listed have lower rankings and are often described in negative terms, many of which are half-truths or outright lies.
The shill sites claim to back up their listings by describing their methodology for rating and ranking the 10 sites on their lists. They claim to collect and verify information on the success rate of the proposals written by each grant writer or grant writing firm, as well as on customer service/satisfaction, and the value of the grant writer's services in terms of fees. This, too, is hogwash, at least with respect to me and with respect to some of the other grantwriters on the "top 10 list." I know this is the case because I've talked with some of them.
One of the ways that you can identify shill sites like these is to go to the website of the top-ranked #1 grant writer. If you do, you will see that they are selling packages of grantwriting services that are "guaranteed to win." That's a tipoff right there. No legitimate grant writer or grantwriting firm can guarantee that the proposal they prepare for you will result in a win.
So take these sites with a grain of salt. Anyone can set up a website and make outrageous claims. Just because it's on the Internet doesn't mean that it's true. As always, do your homework.
(03/01/08 09:01 AM) - Shill Sites.
I'm not sure if there is another name for the type of websites that I describe here, but my name for them is shill sites.
If you are looking for a grantwriter, then you may have come across these sites. There are at least two of them that I know of, and they purport to rate and rank "the top 10 grant writers." Lucky me -- I'm "fortunate" to have my name listed on both of these sites. Most likely, there are similar sites for other professions.
These sites are fakes. They exist only to promote and get business for the top-ranked site, which is of course their own site and which is given 5 stars. The other 9 sites that are listed have lower rankings and are often described in negative terms, many of which are half-truths or outright lies.
The shill sites claim to back up their listings by describing their methodology for rating and ranking the 10 sites on their lists. They claim to collect and verify information on the success rate of the proposals written by each grant writer or grant writing firm, as well as on customer service/satisfaction, and the value of the grant writer's services in terms of fees. This, too, is hogwash, at least with respect to me and with respect to some of the other grantwriters on the "top 10 list." I know this is the case because I've talked with some of them.
One of the ways that you can identify shill sites like these is to go to the website of the top-ranked #1 grant writer. If you do, you will see that they are selling packages of grantwriting services that are "guaranteed to win." That's a tipoff right there. No legitimate grant writer or grantwriting firm can guarantee that the proposal they prepare for you will result in a win.
So take these sites with a grain of salt. Anyone can set up a website and make outrageous claims. Just because it's on the Internet doesn't mean that it's true. As always, do your homework.
(02/29/08 09:01 AM) - VP of Marketing Responsible for Shipping & Logistics?. Harry Joiner, a marketing recruiter and good friend, asked me to comment on his blog regarding what a VP of eCommerce or VP Marketing candidate should be asked or should answer regarding shipping & delivery logistics. Here's what I said... As you know, I believe word of mouth is the most powerful form of marketing and sustainable growth. So, a VP of marketing candidate needs to have an appreciation for the overall customer experience. Shipping logistics are a huge part of that experience. You can weight the satisfaction and loyalty impact of each part of the customer experience – researching products, buying, receiving and using a product (support). The weight of impact is correlated to the the emotional residual for that part of the experience. Shopping and research is a relatively forgettable experience, unless there is severe frustration. The buying experience is overshadowed with the emotional weight of the receiving and the out of box experience, as well as resolving customer service and support issues (downstream activities). Amazon is consistent with shipping and logistics. Apple and Chumby have great out of the box experiences. So, word of mouth and branding (and thus, top line revenue over the long term) are driven from upstream decisions (great products, packaging) and downstream logistics (shipping, service, support). A great VP of marketing should realize they have to balance between immediate, short term tactics to drive revenue and the sustainable long-term activities that may even be out of his direct control. In this case, marketing...
(01/31/08 09:00 PM)
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- 10 Rules to Live By (Deborah Schultz). I was at the Forrrester Consumer Forum last week. The topic of the conference was social technologies. At a place like that you meet people that have blogs. I try to check out blogs of people I meet, I scan them, and see if something pops out. I met Deborah Schultz, a consultant in the Social Media / Interactive Design, and this post popped out to me where she outlined 10 things she tries to live by. In a busy, transparent world these rules are relevant for a consultant or corporation...they are salient for management and marketing...and some are useful to remember when living your life! Do not ignore your customers, it WILL come back to haunt you Constant iteration is NECESSARY - build in flexibility so you can respond quickly Don't LIE - you can't HIDE the truth anymore Build LISTENING into your DNA (Put it in customer service, marketing, product management - just PUT IT SOMEWHERE) Learn to BALANCE the listening with PERSPECTIVE so you are not constantly in REACTIVE mode. DESIGN matters - Make it EASY (iPhone anyone?) Be CLEAR & CONCISE - who has time for long winded-ness Be EMOTIONAL - tell a story [read this to learn the basics] Be HUMAN - talk like one, act like one. Sounds like a big DUH but it is amazing how easy it is to get lost in complexities when we forget this one. Take a BREAK - and step back to think BIG thoughts Great stuff Deborah!
(10/13/07 09:00 PM)
- Who Owns Word of Mouth in an Organization?. At this year’s Word of Mouth Marketing Association Summit (WOMMA) on November 14/15 in Las Vegas, one of the topics will be “who owns word of mouth?” Is it one person in PR or advertising? Product development? Someone on the web team? In some companies it’s someone in PR, who is responsible for blogger relations. But in my opinion, that’s a tiny fraction of word of mouth on a typical fortune 500 brand. In some companies, as it was at Dell, the word of mouth ‘owner’ was someone in advertising who created viral / buzz campaigns. Typically what happens is word of mouth tends to be about the advertising or marketing (not the product. Advertising can amplify word of mouth if the product is good (and they do it right), but if the product/service is no good, advertising effectiveness declines over time. Should word of mouth have an owner? I believe the lack of appreciating and impact for word of mouth is usually because the owner owner is not senior enough and the strategy not broad enough. I believe that word of mouth needs part of many functions' operational roles....product development, marketing, advertising, PR, and especially customer service. Perhaps having one owner, especially too low, means other people don’t feel the ownership. Perhaps the CEO and CMO needs to own word of mouth, and thread it throughout the entire company as a part of the culture. That’s my vote. What’s yours? Join the discussion on this and other Word of...
(09/29/07 09:00 AM)
- Satisfaction: People-Powered Customer Service. http://getsatisfaction.com/
(09/13/07 09:00 AM)
- Do you want to be like Bob?. I get a lot of mail complaining about various companies and their customer service, and Home Depot accounts for a huge percentage of it. In fact, five times more people complain about Home Depot than any other organization. Today, Bob...
(01/03/07 09:01 AM)
- It's so easy. I think the reason we get so upset at astounding examples of bad customer service (at least that's what my email seems to demonstrate) is that most of us have given great customer service and realized that most of the...
(12/25/06 09:00 AM)
- [ktoddstorch] Customer Service: How Can it Improve? Terry Storch. http://www.ktoddstorch.com/business/2005/01/customer_servic_4.html Today's writing is from my brother Terry at Fellowship Church. Customer Service Fellowship Church style!...
(12/12/06 08:04 AM)
- [ktoddstorch] Customer Service: How Can it Improve? Rosa Say. http://www.ktoddstorch.com/business/2005/01/customer_servic_6.html Day 3 of the "Customer Service: How Can it Improve" feature! Today's writing comes from Rosa at Talking Story. It is an adaptation from Chapter 6 in her book named Managing with Aloha. more... Please note: Rosa is...
(12/12/06 08:04 AM)
- [ktoddstorch] Customer Service: How Can it Improve? Rosa Say. http://www.ktoddstorch.com/business/2005/01/customer_servic_6.html Ho‘okipa is the Hawaiian value of hospitality....
(12/12/06 08:04 AM)
- [ktoddstorch] Customer Service: How Can it Improve? Brendon Connelly. http://www.ktoddstorch.com/business/2005/01/customer_servic_3.html...
(12/12/06 08:04 AM)
- [ktoddstorch]Customer Service: How Can it Improve? Jon Strande. http://www.ktoddstorch.com/business/2005/01/customer_servic_5.html Selling Diamonds From the book: How to Win Customers and Keep Them for Life The famous New York diamond dealer Harry Winston heard about a wealthy Dutch merchant who was looking for a certain kind of diamond to add...
(12/12/06 08:04 AM)
- Guess what is the top B2B marketing tool?. Us poor B2B marketers...the top three things buyers look for in a product aren't under our direct control...price, service, quality. We can add sizzle to these, but ultimately, the buyer will discern the truth.
So what is our #1 marketing tool? Amazingly it is something we've only had for ten years...our websites. Results of a user survey by ThomasNet were summed this way:"Of course, competitive pricing, good customer service and high quality are a given, but the next single most important thing buyers mentioned is a detailed, user-friendly Web site. "
The article has lots of other handy tidbits from the survey:
Comments by users like this:
"Provide enough information within their Web site for me to make an educated decision-? comparative product details, listed prices, and list of distributors that I can purchase from if they don't sell direct."
This factual gem:
36% of the time users will seek out new suppliers for a new purchase.
Look at the top two of '10 Things Buyers Look For In a New Supplier'
1. Easy-to-navigate Web sites with accurate, detailed product and pricing information
2. Companies that are easy to find and have a strong Web presence
This shouldn't really be news to us B2B marketers...but after ten years, we may have grown complacent about our websites. From the details of this survey, I say our target audience has become even more discerning and faster to pass on poor (to them) websites. We can't become complacent!
Read more: It's Not Who You Know. It's Who Knows You (07/29/06 02:28 PM)
