If you’re delivering customer service to millennials (and chances are good that you are, or will in the very near future), you need to know how they’re different from the generations that have come before them. The folks at Talkdesk have put together the following infographic that presents what they’ve learned from researching this up… Read More
Fix It or Ditch It: What To Do When Your Marketing Isn’t Working
I’m a big fan of the HGTV show “Love it or List it.” On the show, designer Hilary Farr fixes and transforms dysfunctional homes in hopes that the owners will “love it,” while Realtor David Visentin tempts them to “list it” by showing them other desirable homes. I frequently find myself rooting for Hilary because… Read More
Create a Customer Experience that Brings in Repeat Business
I deck my halls for Christmas immediately after Thanksgiving. I boycott the crowds doing Black Friday shopping, and stay home to decorate instead. The tree comes out and the lights and stockings go up. The everyday coffee mugs are replaced by Christmas mugs. Christmas tree scented candles get lit. I play Christmas music and watch… Read More
Why Your Customer Appreciation Gift Should NOT Be a Coupon for Your Product or Service
“A crummy commercial? Son of a bitch!” So says 9-year-old Ralphie Parker in the iconic Christmas movie, A Christmas Story. Ralphie is disillusioned when he finally uses his much-anticipated Little Orphan Annie Insider’s Circle decoder ring only to learn that the secret message from Annie is “Be sure to drink your Ovaltine.” A crummy commercial,… Read More
3 Ways to THANK Clients as Part of Your Customer Retention Strategy
3 Ways to THANK Clients as Part of Your Customer Retention Strategy “What do you say?” Every parent I know has used this phrase to prompt their child to “remember their manners” and say, “Thank you.” You’ve probably uttered it yourself. The act of expressing gratitude is universally practiced when it applies to kids receiving… Read More
MARKETING TIP: Find Your Designated Hitter
You probably know by now that I’m a baseball fan. (Go GIANTS!) And beyond the beauty of the sport itself, there are business lessons to be learned from baseball. For today’s marketing tip, let’s look at the strategy of using a Designated Hitter … The American League rules allow a designated hitter to bat in… Read More
MARKETING TIP: Begin With the End in Mind
“Begin with the end in mind.” That’s Habit #2 of Steven Covey’s famous 7 Habits of Highly Effective People. So let’s apply that to your marketing in today’s marketing tip… Just what IS the “end” that you have in mind? What’s your goal? A mistake I see a lot of people make is thinking that… Read More
MARKETING TIP: When it matters, go with your ace!
When the San Francisco Giants played the Pirates in a must-win game (winner moved on to post-season playoffs, loser’s season was done), they went to their ace pitcher, Madison Bumgarner … and he did not disappoint. “Mad Bum” pitched a complete game … a shut-out … and the Giants won. So here’s my marketing tip… Read More
