Marketing Resources: Customer Service

• Customer Service Can Make or Break Your Brand: Eight Steps for Successby Barbara Bix
  What's the use in receiving stellar product reviews and making lots of sales if you can't pick up the pieces when something goes wrong? Here are eight ways to protect your brand when tackling customer problems.
  More articles on Branding, Customer Service, Marketing Smarter, Product Marketing, Testing
• How to Avoid Social Media Nightmares: A Cross-Channel Approachby Daniel Ziv
  In today's market, your brand and reputation aren't always safe from the scorn of disgruntled and social-media-savvy customers. Looking ahead is critical to anticipating when something may go awry and taking meaningful action.
  More articles on Brand Equity, Channel Marketing, Customer Service, Social Media
• Best-Practices in Customer-Experience Leadership: Voices From the Topby Jack Mitchell, Larry Senn, Teresa Laraba
  How do customer service champs maintain their loyal following? Three key speakers at this week's annual Customer Experience Leadership conference preview their talks and share best-practices on customer-centric cultures.
  More articles on Customer-Centric, Customer Experience, Customer Loyalty, Customer Service, Marketing Tips
• Facebook Marketing: Six Reasons to Approach With Cautionby Douglas Karr
  What slowly began as a dorm room phenomenon has developed into one of the world's most essential business strategies. But before businesses jump headfirst into Facebook, they might want to take a closer look at the power Facebook wields over ...
  More articles on Content, Customer Service, Marketing Strategy, Marketing Tips, Social Media
• Customer Experience Leadership Survival Guide, Part 1by Jeanne Bliss
  To make customer experience stick as part of your operation, you need to have an organized and phased approach for integrating it into your organization. Without it, customer experience becomes one more customer-focused tactic that your company tried for a ...
  More articles on Community, Customer-Centric, Customer Experience, Customer Relationships, Customer Service, Management
• Accelerate Your Referrals: Nine Steps to Successby Barbara Bix
  If you're like many professional service providers, you get a lot of business from referrals. You get them because you're an expert and you provide excellent service. Nevertheless, that's not enough. Several things need to happen first: In fact, the ...
  More articles on Brand Awareness, Customer Engagement, Customer Service, Marketing Tips, Referrals, Testimonials
• Why You're Always Wrong and Your Customers Are Always Rightby Allen Weiss
  If you're like most people, you live in a world where blame often happens in a systematic and predictable way. People simply have a tendency to believe the fault lies with someone else—and that someone else can be you. Of ...
  More articles on Customer Experience, Customer Relationships, Customer Service
• Five Reasons Virtual Support Will Supplant Humanby Mark Gaydos
  The robots are here to help. Whether in the future you'll be tucked into bed by a robot is uncertain, but what is certain is that sometime in the next five years you're going to interact with a virtual ...
  More articles on Customer Service, Forecasts, Websites
• The Top Five Things Marketers Must Do in 2010by Joel Book
  This year will be another year of key strategic and tactical decisions for marketers. With flat or reduced budgets, marketers will once again have to determine where to invest for the best return. So if you want to get the ...
  More articles on Customer Acquisition, Customer Engagement, Customer Service, Digital Marketing, Email Marketing, Marketing Tips, Social Media
• In a Tough Economy, Go to Battle for Your Customersby J. Mark Carr, Karl Gustafson
  Decision-makers who are worried over the stability of their company's finances should remember one simple truth: The source of your business's cash flow is your customer base. What all of this boils down to is the need to make smart, informed ...
  More articles on Customer Acquisition, Customer Relationships, Customer Service, Economic Crisis, Measurement, Segmentation
• How Your Business Can Benefit From Using Twitter: Four Proven Strategiesby Mack Collier
  Business are flocking to Twitter, but many still aren't sure how to leverage the tool to grow their business. Here's how Comcast, Dell, The Home Depot and others are using Twitter to reach their customers and nurture their businesses, and ...
  More articles on Brand Awareness, Customer Service, Social Media, Social Networking, Twitter
• Soothing the Savaged Consumer Soul: 11 Ways to Show Love When Times Are Toughby Jeanne Bliss
  If you are in the business of serving customers, right now is the time to seek out the intangible opportunities to soothe the savaged consumer soul. Here are 11 ideas that will bring you dividends by soothing the frayed nerves ...
  More articles on Creativity, Customer Relationships, Customer Service, Economic Crisis, Feedback
• Three Uncustomary Customer Service Mindsets That Deliverby Gary Levitt, Rich Baker
  You've wolfed down lunch in record time and have seven minutes before your next meeting—time enough to Google "customer service tips," which brings up terabytes of platitudes on friendliness, knowledge, going the extra mile, blah, blah, blah. You know these cookie-cutter ...
  More articles on Customer Service, Marketing Smarter, Marketing Tips
• Four Lessons for Fostering Employee Brand Ambassadorsby Elaine Fogel
  Marketers spend gazillions on branding. But what is often missing is a focus on the people who carry the brand around every day: The front line folks who answer phones, sales reps who follow leads, the custodians.... Every word they ...
  More articles on Brand Ambassadors, Branding, Customer Experience, Customer Service
• The State of Customer Focus Around the World: 2007 in Reviewby Jeanne Bliss
  The Net Promoter concept and idea has taken hold the world over. The simplicity of one "ultimate" question is compelling. And it gives CEOs something to easily grasp and point to regarding a customer target. Those who have started to ...
  More articles on Collaboration, Customer Engagement, Customer Retention, Customer Service, Net Promoter
• MarketingProfs 'Classic Truths': How Do I Love Thee? Building a B2B Relationship to Last a Lifetimeby Allen Weiss
  With the emphasis recently on customer relationship management (CRM), it seems there's a customer love-fest in the making. It's an orgy, almost: Every company wants a close relationship with me, and they want one with you, too. They want close ...
  More articles on B2B Marketing, CRM, Customer Relationships, Customer Service
• Repackage, Rebrand & Relaunch? Or Do We Need to Dig Deeper?by Ted Mininni
  Leading consumer-products companies are looking to rebrand, repackage and relaunch... often too frequently. Sometimes, the effort is merely putting a bandage on a deeper sore. It's far less painful to assess lagging sales in a superficial manner than it is ...
  More articles on Brand Awareness, Customer Experience, Customer Satisfaction, Customer Service
• Seven Actions to Regain Customer Trust When Things Go Wrongby Jeanne Bliss
  At some point, your business will suffer a failure that disappoints customers. The measure of a company is taken at such moments. Customers see your true colors at these times more than at any other. How you explain, react, remove the ...
  More articles on Collaboration, Customer Experience, Customer Satisfaction, Customer Service, Marketing Tips
• How to Deal With Crisis—and Defend the Brandby David Lemley
  How companies deal with negative experiences is just as important as creating positive experiences. In light of the recent pet-food poisoning cases, several companies have taken the lead in reassuring pet owners that they are being proactive in responding to concerns. ...
  More articles on Branding, Customer Experience, Customer Service, Email Campaigns, Writing
• Five Vital Points for Choosing a Lead-Generation Solutionby Christopher Doran
  More articles on B2B Marketing, Customer Service, Email Marketing, Lead Generation, Marketing Tips, Testing, Web Analytics

See all 95 marketing articles related to Customer Service

• Three Ways B2B Mobile Apps Can Boost Client Services
  "The B2B app market has been slow to take off, but there is no reason why one, or several, popular apps should not emerge across different vertical markets," writes Gordon ...
  More articles on B2B Marketing, Customer Service, Marketing Tips, Mobile Marketing
• What Nordstrom Can Teach You About Crisis Management [Slide Show]by Christian Gulliksen
  What can be better than exceptional customer service? A recent experience with upscale retailer Nordstrom serves as a prime example of how to win customers over—under less-than-desirable circumstances.
  More articles on Customer Service, E-Commerce, Marketing Inspiration, Marketing Smarter
• Three Ways to Avoid Disastrous Customer Service
  "The company clearly understood the market," writes Barbara Bix at MarketingProfs. It had created a new product with all the right features and benefits, one that was earning rave reviews ...
  More articles on Customer Experience, Customer Relationships, Customer Service, Management
• Websites Fueling Growth in Industrial Companies
  Nearly one-half (45%) of North American industrial businesses reported positive growth in the second half of 2010 and among them, more than three-quarters (76%) said their websites made a significant ...
  More articles on Customer Retention, Customer Service, Research Summaries, Websites
• What to Listen For in Social Media
  Any good conversationalist will tell you: It's not enough to listen, you must know how to listen. That principle holds true in the sprawled social world as well. In a ...
  More articles on Community, Customer Service, Marketing Tips, Social Media
• Why Your Customers Might Want You to Just Shut Up
  Quick quiz: Have you ever walked into an airport, noticed that there is nobody in line at the check-in counter and still made a bee-line for the self-service kiosk? Better ...
  More articles on Customer Behavior, Customer Relationships, Customer Service
• What Zappos Can (Still) Teach Us About Customer Service
  In the last few years, Zappos has become as famous for its stellar customer service as for the shoes, apparel and accessories it sells. And on a recent visit to ...
  More articles on Customer Service, Small Business, Word of Mouth
• An Easy Way to Enhance Your Online Customer Support
  The Internet has changed the very definition of brand engagement. Thankfully, online tools for customer relationship management keep evolving to meet the challenge. If you lack time to build online ...
  More articles on Brand Positioning, Customer Service, Social Media
• Three Ways to Balance Data Collection With Customer Service
  Debra Ellis recently received an unusual question during a visit to her doctor: "Has capturing information replaced service?" he asked. The doctor had recently taken a vacation with his family, ...
  More articles on Customer Experience, Customer Service, Marketing Analytics
• Twitter-Based Customer Service: How Best Buy Gets It Right
  In a minor stroke of genius, Best Buy created @Twelpforce, a Twitter-based means to pose tech questions and get answers in real time. Today, Twelpforce is more than 28,000 followers strong. ...
  More articles on Creativity, Customer Service, Social Media, Twitter
• Brands Undervalue Social Media for Customer Service
  Though many companies are now using social media to acquire new customers and increase brand awareness, few are using social media channels for customer-service objectives, according to a survey from ...
  More articles on Brand Awareness, Customer Acquisition, Customer Service, Research Summaries, Social Media
• Companies Using Social Media Without Game Plan
  Despite widespread adoption of social media marketing, most companies are still learning how to integrate those efforts into their overall corporate strategies: 78% of surveyed companies say they actively use ...
  More articles on Customer Service, Marketing Strategy, Research Summaries, Social Media
• Woman-Owned Businesses Put Customers First, Systems Last
  Most women-owned small businesses say customer service is a top strategic priority—but don't have a formal, companywide customer-service strategy—and many do not take advantage of important marketing channels, such as ...
  More articles on Customer Service, Recession, Research Summaries, Small Business, Social Media, Websites
• Access to Customer Data = Retention, Sales
  Companies that have access to a holistic view of customer data achieve better customer service and efficiency, improved loyalty, and more repeat business from their established customers, according to ...
  More articles on Customer Loyalty, Customer Retention, Customer Service, Research Summaries
• Time for That Annual Check-up
  Now that companies are running at full throttle in the brand-new year, it's a good time to do a quick maintenance check of customer-service standards—and size up staff performance in ...
  More articles on Customer Behavior, Customer Service, Marketing Tips
• I Knew You'd Be There for Me
  Belgian beer label Stella Artois has added a splash of engagement to its marketing strategy with Le Bar Guide. Developed by Acrossair, Le Bar Guide is a free app that points ...
  More articles on Customer Service, Mobile Marketing, Smart Phones
• Give 'em What They Want Today!
  "Retailers have complained incessantly about unfair competition from e-commerce stores," writes Mark Riffey at the Business is Personal blog, "but not enough have done something about it." Online shopping is undeniably ...
  More articles on Customer Service, E-Commerce, Recession
• Hop Aboard the Search Express
  As Max Starkov writes in an article at Hotel Interactive, the hotel industry is the perfect candidate for managing customer relations via mobile devices. "Using the mobile space to provide ...
  More articles on Advertising, Customer Service, Search Engine Marketing, Smart Phones
• So, the Recession Is a Good Thing?
  While acknowledging the damage this recession has done to the personal and professional lives of so many people, Freddie Laker also argues that our dark economic cloud has brought with ...
  More articles on Creativity, Customer Service, Marketing Smarter, Metrics, Recession
• Lessons Learned From a Backpack
  "Let's imagine it's this afternoon, and I suddenly have cause to fly to West Virginia," writes Peter Hartlaub in a post at The Poop blog. "Airline X has a non-stop ...
  More articles on Brand Loyalty, Customer Satisfaction, Customer Service, Marketing Inspiration

See all 45 marketing Daily Posts related to Customer Service

Customer Service case studies, deconstructing real life examples and illustrating lessons learned

• How Twitter Helped Save Ford From a PR Disasterby Ford Motor Company
  CASE STUDY: When US Airways flight 1549 landed in the Hudson River, Twitter users broke the news, 15 minutes ahead of mainstream media. The same channel and its immediacy also helped Ford Motor Company's head of social media quell a different kind of disaster--of the PR variety.
  More case studies on Case Studies, Customer Service, Public Relations, Social Media, Twitter
• How MyFax Upped Customer Engagement, Achieved a 79% NetPromoter Scoreby MyFax
  Internt fax service provider MyFax wanted to tap into the power of word-of-mouth referrals by improving the customer experience and maintaining highly personalized customer interactions. But as an online company, it faced the issue of how to individually engage customers to ensure long-term relationships. Here's what it did.
  More case studies on Case Studies, Customer Engagement, Customer Experience, Customer Service, Net Promoter, Surveys, Websites, Word of Mouth
• How a Rental Car Firm Upped New York Revenue 24%, Improved Customer Serviceby Dollar Thrifty Automotive Group
  In late 2006, Dollar's business was slowing at New York's LaGuardia airport. With some outside help, the local marketing manager developed an email survey, then used the answers to pinpoint Dollar's weaknesses. The resulting efficiencies helped Dollar grow its parking-related business by 24%.
  More case studies on Case Studies, Customer Experience, Customer Service, Sales, Surveys
• How a Manufacturer's Sales Team Found the Secret to Efficiently Service a Low-Tech Customer Baseby Fabcon
  The manufacturing sector is more traditional than most. Many of its customers aren't high tech—some don't even have Internet access. Fabcon, a Minnesota builder of precast wall panels, struggled with marrying its desire for high-tech operational efficiency and its need to service customers in the method that they preferred.
  More case studies on Case Studies, Customer Behavior, Customer Relationships, Customer Service
• How an ISP Used Online Chat to Lower Customer Service Costs and Achieve an 80% Customer Satisfaction Rateby Earthlink, Inc.
  Earthlink, one of the country's smaller Internet service providers, serves just over 5 million customers. To differentiate itself, it has decided to provide superior customer service. An early adopter of chat technology, it has sought to actively offer efficient online customer service via chat—both shifting customer support away from the less-efficient phone channel and increasing customer satisfaction while dramatically reducing expenses.
  More case studies on Case Studies, Customer Satisfaction, Customer Service, Social Media
• How a Web Services Firm Used 'Fanatical' Customer Care to Increase Sales 60% Year Over Yearby Rackspace
  With Web hosting fast becoming a commodity, Web hosting firm Rackspace realized it needed to stand out from the pack. Its founders decided they would stake a claim to "fanatical" commitment to customer service. Rackspace wove the concept into its very business structure, even trademarking the term "Fanatical Support." And it worked: Revenues grew more than 60% from 2005 to 2006, and the number of employees more than doubled.
  More case studies on Case Studies, Creativity, Customer Experience, Customer Service, Management, Sales
• How a Fast Food Franchise Helped Consumers Speed Through the Drive-Thru—and Drove up Salesby Miami Management
  Fast food consumers are rarely loyal—if they see a shorter line across the street, that's usually where they'll go. Accordingly, Miami Management—which owns 16 Wendy's franchises in Kentucky—implemented new technology that changes the drive-thru process by adding multiple lanes and a remote order center. The long-term payoff: quicker, more accurate service for customers and increased sales for the restaurants. First, however, franchise owners had to encourage customers to try the new system.
  More case studies on Case Studies, Customer Behavior, Customer Service, Sales

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Customer Service online seminar broadcasts from the best minds in marketing

• How to Strengthen Customer Experience on Four Social Media PlatformsBroadcast on 7/28/2011 11:00:00 AM
  More seminars on Brand Awareness, Customer Experience, Customer Service, Relationship Marketing, Social Media
• Brand Detractors and Brand Evangelists: How to Connect with Influential Citizen MarketersBroadcast on 1/28/2010 11:00:00 AM
  More seminars on Brand Ambassadors, Branding, Customer Service, Public Relations, Social Media, Word of Mouth

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Customer Service marketing downloads for the busy professional

• Benchmark Survey: Marketing to Hispanics
  Link directly to the raw (aggregate) data in this 2006 survey of the ways companies are targeting their marketing efforts, and adjusting their business processes, for the lucrative Spanish-speaking segment. With access to the raw data, you can view the results, and even filter them to see how a subset of companies in your country or industry answered. In this way, you can interpret the data in the most meaningful way for your business.
  More tools on Advertising, Customer Service, Online Marketing, Segmentation, Targeting, Website Design

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