Customer Experience

How to Stay Connected with Customers in Troubled Times

How to Stay Connected with Customers in Troubled Times

COVID-19 has most of us at home and wondering how to stay connected. If your business is essential, or you have online operations, here are ways to help customers keep up their spirits. Let’s show compassion for one another during…

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FOMO Follow-Up: It Was an Email Marketing Ploy

FOMO Follow-Up: It Was an Email Marketing Ploy

Before Christmas, a marketing email from Scentmatchers caught my eye. I posted about it in “Going Out of Business Sale: Email Marketing Edition.” In an attempt to inspire FOMO (fear of missing out) in customers, the email includes lines like, “Keep…

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Going Out of Business Sale: Email Marketing Edition

Going Out of Business Sale: Email Marketing Edition

Will Fear of Missing Out Spur Sales for Fragrance Company? I received a curious marketing email from Scent Matchers, a company that re-creates discontinued fragrances. Last year, I purchased a replication of my dad’s favorite aftershave from years past. Here…

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3 Reasons Why Your Business Should Have a Blog, Even in a Social Media Era

3 Reasons Why Your Business Should Have a Blog, Even in a Social Media Era

Some businesses seem to be giving up on creating and publishing new content to their websites. Website Magazine predicted in 2015 that websites will become obsolete by 2020. But I still view a small business’s website as a critical part of…

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Avoid Advertising Annoyance: Keep Customers Engaged with New Content

Avoid Advertising Annoyance: Keep Customers Engaged with New Content

Literally everywhere you look, there’s advertising. As a small business, you probably contribute to the amount of advertising in the world. But we all know how frustrating it is to encounter the same advertisement over and over. Here’s a great…

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This Hotel's Marketing Campaign Went from Quirky to Creepy Real Fast

This Hotel’s Marketing Campaign Went from Quirky to Creepy Real Fast

Renaissance Hotels takes marketing inspiration from its name, seeking to evoke a sense of the renaissance era. It’s a solid brand strategy concept, as described on its website: We’re a hotel for the curious, the adventurous for those who see…

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How to Deal with Angry Customers

How to Deal with Angry Customers

Angry customers happen. Sometimes it’s your fault. Sometimes it isn’t. Above all, remain calm, practice humility and know that this interaction won’t last forever. As you assess the situation, mentally ask yourself these questions: What is the customer truly angry…

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From Businesses to Users, Yelp is Losing its Appeal

From Businesses to Users, Yelp is Losing its Appeal

Poor Customer Service and Increased Competition Take a Toll on Yelp An active community of users and businesses makes Yelp valuable. Community members are individuals. As Yelp matures as a business, the temptation to de-humanize the community while developing cookie-cutter…

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