Customer Service

09 Feb

A Clever Small Business Marketing Example for Complicated Businesses

Customer Experience, Marketing Videos, Small Business, Small Business InterviewsCustomer Engagement, Customer Service, Marketing Personality, Small Business Marketing, Video Marketing0 Comments

ChipDrop Connects Gardeners Seeking Free Mulch with Arborists. It Seems So Simple. During the course of their work, arborists create massive amounts of wood chips that can be expensive to dispose of. Many gardeners value wood chips to use as…

Plan Your Marketing Campaigns from Start to Logistics

14 Apr

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

Advertising, Customer Experience, Facebook Marketing, Social Media MarketingCampaigns, Customer Service, LEGO, Marketing Campaign Playbook, Marketing Plan, Planning0 Comments

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…

07 Apr

When Automated Customer Service Hurts the Bottom Line

Amazon Marketing, Customer Experience, Marketing Theory, Relationships, Small BusinessAmazon.com, Automation, Customer Engagement, Customer Loyalty, Customer Service, Small Business Marketing0 Comments

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…

23 Jul

How to Deal with Angry Customers

Customer Experience, Customers, Employees, Entrepreneurs, RelationshipsAngry Customers, Conversations, Customer Engagement, Customer Service, Customers, Employees, Motivating Customers0 Comments

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…

16 Jul

From Businesses to Users, Yelp is Losing its Appeal

Advertising, Branding, Competitors, Customer Experience, Marketing, Philosophy, Social Media Marketing, Web MarketingBranding, Competition, Customer Engagement, Customer Service, Reviews, Sales, Social Media, Yelp0 Comments

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…

25 Oct

5 Perfect Times to Ask for a Referral

Customers, word-of-mouth marketingCommunication, Customer Service, Delight Customers, Everything is marketing, Marketing Tips, referrals, Small Business Marketing, testimonials0 Comments

Asking for referrals makes many small business owners and salespeople uncomfortable. However, if you do a great job for customers and they are happy with you, customers are usually pleased to help you succeed and give you a referral. But…

28 Jun

Your Receptionist May Be Your Most Important Employee

Customer Experience, Employees, Marketing, Small BusinessCommunication, Customer Service, Employees, Everything is marketing, Marketing Strategy, Purpose, Small Business Marketing, Training0 Comments

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…

22 Sep

Be Comparatively Better and Absolutely More Successful

Competitors, Customer Experience, Marketing TheoryCompetition, Customer Service, Everything is marketing, Motivating Customers0 Comments

Find the Differences that Matter to Beat the Competition Customers will always compare your small business to your competitors. Their frame of reference for evaluating you is often if you are better or worse than what they’ve experienced in the past.…

01 Sep

Facebook as a Customer Service Tool

Customer Experience, Customers, Employees, Social Media Marketing, Web MarketingCustomer Service, Facebook, Grady Veterinary Hospital, Motivating Customers, Social Media, Web Marketing2 Comments

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…

18 May

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

Customer Experience, Relationships, Small Business, Social Media Marketing, word-of-mouth marketingCustomer Service, Delight Customers, Motivating Customers, Social Media, Yelp1 Comment

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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