Customer Satisfaction

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• Stay and Play, OK?
  OK. Quick fable: Prior to a trip to Nebraska, Dave Carroll checked his $3500 Taylor guitar with United Airlines. (If you've been online at all recently, you know where this ...
  Customer Engagement, Customer Satisfaction, Interactive Marketing, Word-of-Mouth, YouTube
• I'm Queued-up, and I Like It
  If you use Netflix, you know it provides two ways to watch movies and television shows: DVDs sent through the mail, and streaming videos (sent to your PC or TV). ...
  Customer Satisfaction, Email Campaigns, Email Marketing, Sponsorship, Targeting
• Summer: Time to Slice & Dice
  "Building your own opt-in email marketing list is an accomplishment," says Steve Adams in an article at MarketingProfs, "but don't stop there. Once you start reaching out to your list ...
  Customer Satisfaction, Email Marketing, Targeting
• I Never Promised You a Rose Garden
  When subscribers opt in to your email campaigns, they will most likely make assumptions about the content, frequency and relevance of the messages you send. Accordingly, argues Justin Premick in ...
  Customer Engagement, Customer Satisfaction, Email Campaigns, Email Marketing
• Tell Your Own Story
  Gary Vaynerchuk calls 'em like he sees 'em. And the irrepressible advocate for social media took to his website to ask why so many companies prepare for anticipated criticism with ...
  Customer Relationships, Customer Satisfaction, Marketing Inspiration, Social Media, Video Blogs, Websites
• If It Ain't Broke, Why Add to It?
  Lots of companies offer add-ons for their products. (Think: a carrying case for a digital camera or a memory card for a computer.) But does that practice always have a ...
  Customer Behavior, Customer Satisfaction, Testing
• No Peeking!
  When you order a gift for someone, it's always disappointing if they discover what they're receiving ahead of time. This must have been a problem for L.L.Bean customers who share ...
  Customer Satisfaction, E-Commerce, Email Marketing, Writing
• That's Amore!
  Not long ago, a MarketingProfs colleague in Orange County, California, ordered an extra-large pizza from Gina's Pizza and Pastaria—a small, local chain known for its high-quality ingredients. When he went ...
  Customer Experience, Customer Satisfaction, Promotions, Small Business
• Our Friend, the Difficult Customer
  You have a great product or service, and you do your best to create an exceptional customer experience. Despite your efforts, though, you encounter difficult customers with more frequency than ...
  Collaboration, Customer Experience, Customer Relationships, Customer Satisfaction, Small Business
• This Packaging Makes Mother Earth Glad
  Especially for those of us trying to reduce our negative impact on the planet, the volume of waste generated by food packaging is discouraging. Cardboard cartons, plastic bottles and vacuum-sealed ...
  Customer Satisfaction, Green Marketing, Marketing Inspiration
• Can We Talk?
  Some time ago, we highlighted a MarketingProfs article in which Michael Antman cautioned against making word-of-mouth (WOM) strategies the primary element in your marketing mix. "He raises reasonable points about ...
  Customer-Centric, Customer Experience, Customer Satisfaction, Marketing Strategy, Small Business, Social Media, Word-of-Mouth
• Why Do You Love That Fake Bag So Much?
  Here comes summer. Soon, tourists will descend on New York for the time of their lives. The shows! The dining! The street vendors hawking fake Louis Vuitton handbags! Needless to say, ...
  Customer Behavior, Customer Satisfaction, Targeting
• No, It's Our Fault. Really.
  It's a bit of a craze these days: "Oops!" email subject lines that purport to apologize for a mistake, when they're really nothing more than tricks to get you to ...
  Customer Behavior, Customer Experience, Customer Relationships, Customer Satisfaction, Customer Service, Email Subject Lines
• Tornado Warning
  You may have seen the YouTube video: a pair of Domino's employees gleefully preparing food in a shockingly unhygienic manner. Much to the horror of the pizza chain, the video went viral a ...
  Customer Satisfaction, Marketing Inspiration, Word-of-Mouth, YouTube
• I'm Worth My Weight in Gold
  We all know it: your best customers love it when they are made to feel special. New research that demonstrates just how important status tiers are in loyalty programs. The ...
  Brand Loyalty, Customer Behavior, Customer Relationships, Customer Satisfaction
• I'm Satisfied. Now Make Me Loyal.
  Think about a product or service that does everything it's supposed to do, rarely breaks down and comes with a reasonable level of support. For Rohit Bhargava, his cable service, ...
  Customer Retention, Customer Satisfaction, Small Business
• Haters Make Lovers Love You Even More
  In a post at the Brains of Fire blog, Spike Jones tells the story of Pizzeria Delfina, a San Francisco establishment that chose not to ignore its one-star reviews at ...
  Creativity, Customer Experience, Customer Satisfaction, Marketing Inspiration
• Now That's Good Feedback
  You're having a casual conversation with someone from your customer-service department when he makes an offhand statement: "Oh, you should hear how much customers love [fill in employee name/company product]." ...
  Customer Experience, Customer Satisfaction, Customer Service, Small Business
• Testify!
  "Testimonials are critical to any website that's marketing or selling products or services," says Rick Sloboda of Webcopyplus. To make his point, he cites the Robert Cialdini book Influence: Science ...
  Customer Satisfaction, Small Business
• The Sport of Unhappiness
  In a post at his blog, Seth Godin notes some of the seemingly unfounded whining in which our consumer culture likes to indulge. We bitch and moan about a Facebook ...
  Customer Behavior, Customer Satisfaction, Small Business