Customer Service

Plan Your Marketing Campaigns from Start to Logistics

An Amazing Marketing Idea Isn’t Enough When You Can’t Deliver

Toy Brand LEGO Disappoints Customers with Easter Campaign With stay-at-home guidelines sweeping the United States, LEGO’s “Build a Better Easter Basket” marketing campaign seems to have been more popular than the brand could have ever imagined. Parents viewed LEGO as…

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When Automated Customer Service Hurts the Bottom Line

When Automated Customer Service Hurts the Bottom Line

An Amazon Example for Small Business This morning, I received an email from Amazon’s automated customer support telling me that a product I ordered couldn’t be delivered, and I’d receive a refund. Also, “This email was sent from an email…

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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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Your Receptionist May Be Your Most Important Employee

In Small Business Marketing, Receptionists Are on the Front Line Receptionist positions are often considered entry-level with high turnover. Small businesses don’t spend much time training the receptionist, sometimes just giving her an admonition to be friendly and punctual. But from…

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Facebook as a Customer Service Tool

Have you ever had a customer reach out to you with a customer service issue on social media? Most businesses think of social media as only a marketing tool (if they think of these channels at all). But including social…

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Why Isn’t Every Business Using Yelp for Customer Service?

My husband and I had a great experience dining at Jimmy G’s, so I wrote them a five-star review on Yelp. Less than an hour later, I received an email from Ross, the manager, thanking me for reviewing the restaurant.…

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