TalkShop

What Do Your Communications To Customers Really Say To Them?

I bought a small box of breath mints recently (proactively, of course), and the wrapper instructed me to open the box to see if I had won one of their sweepstakes prizes.  When I opened it, it said, "Sorry, you are not a winner".  So was I now a loser?  I was having a great day up to that point.  I found a mirror, and did my best Stuart Smalley pep-talk, and got back to feeling good about myself.   What do your communications to customers...

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1 oz. Customer Service = 1 lb. Advertising

Today, Seth Godin posted on his ever-valuable blog on business and marketing the value of customer service at the moment a brand is under the most scrutiny by a customer. As Godin writes, airlines are realizing that delayed or cancelled flights are prime opportunities to offer potentially annoyed customers perks like free online books and movies while they wait. Read more here and keep in mind Seth’s word of warning: “if your organization has a stall, deny and avoid policy when it comes to customer interaction,...

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Apples And Oranges Can Coexist

Whether a manufacturer, retailer or service provider, most great companies will employ customer satisfaction surveys to measure how effectively they are meeting or (hopefully) surpassing their customer’s expectations.  Frequently these companies will also have a mystery shop program in place to help measure and drive improvement in operations and customer experience.  Often times, when companies have both types of programs in place, they are developed, executed and consumed in separate spheres within an organization, with little or no thought as to how these programs could be used in conjunction for maximum benefit. Rather than treating these...

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Customer Retention: Who’s Got The Goods?

Obtaining new business is an important part of building and sustaining a business, but retaining customers is just as important, if not moreso. Many companies are guilty of spending lots of time and effort on getting those new customers in the door, but they often forget to maintain, thank, and take care of the customers that enable them to stay in business. Sometimes we need to be reminded of the basic things that keep our customers happy. Here’s a refresher: Build the relationship and make it personal: Take the time to really get to know your customers. Target...

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The Giants, Patriots, or Pizza Delivery - who will deliver?

On Sunday, February 5th, the New York Giants and New England Patriots will face off in the Super Bowl and fans across the country are hoping they deliver.   Many of those same fans will also be counting on their favorite pizza chain to deliver a hot fresh pizza in time for the game.  Papa Johns, the Official Pizza Sponsor of the NFL, set a single-day sales record last year on Super Bowl Sunday!  Domino’s predicts they will deliver over 1 million pizzas this year and Pizza Hut is forecasting more than 2 million.  How many...

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