Who doesn’t want the easy ride? The problem is, unless you’re incredibly lucky, there is no such thing. I had a prospect recently on a Friday who wanted a detailed, strategic marketing proposal – with full pricing – on the following Monday. The request was close to being unreasonable, but I recognized it as a
Tag Archives: customer service
If the employees who answer your company’s phone can’t help, don’t let them pretend that they can.
Seth Godin recently delineated 6 rules for treating inbound customer calls with respect. It’s delightful reading, especially his idea to “have a bright red light flash on the CEO’s desk whenever anyone, anywhere, is on hold for more than 5 minutes. If it gets to seven, have the call automatically route
By the time other shoe retailers began imitating TOMS “one for one” concept, Toms was already expanding its efforts from shoes to eyewear. The company, known for its process of giving away one pair of shoes to a child in need for every pair sold, added the tradition of donating
Any brand is only as strong as its weakest link. The question is: How do we grow and adopt our brand? As I wrap up this blog post series today, I want to talk about two things that are non-negotiable when it comes to branding – consistency and authenticity. More often than not, a lot
Most companies I know would love to be the “Nordstrom” of their industry. Everybody knows what that means. But many only have an inkling of the principles behind Nordstrom’s phenomenal customer service. I had my own experience with their legendary service just two weeks ago. While trying on a dress, sixty dollars cash slipped out
I recently wrote about How to Make Your Brand Stand Out from the Chaos through your logo. While your logo is the most obvious way for the world to identify your brand, there’s more you can do to get your brand noticed. Branding is more than graphic design, marketing materials and visual identity. It starts with you.