Category: CUSTOMER FOCUS
A Story of Zappos Culture
Want to know one of the most effective examples that Zappos culture uses to build its brand and create reciprocity with its customers? By surprising them! People like getting things for free and like them, even more, when they are viewed as “favors”. But even more, they love receiving these favors as surprises. For instance, did…
Customer Data: 10 Lessons from the Yale Customer Insights Conference
Be in touch with your customers and customer data. It is the best way to gain meaningful insights. Do you often attend conferences to network and learn new things? They can be very valuable on both counts but time-consuming and expensive. We have found that selecting conferences with high priority subjects, and then reading the briefings…
Building Relationships by Paying Attention to Customer Engagement
What do you feel is the most important factor in building relationships? How you make customers feel is the most important factor …hands down in our opinion. Like making new friends. It is becoming the most important element of social commerce. People will forget what you said, people will forget what you did, but people…
Are You Aware of these Types of Problem Clients
Can’t think of anything to say to the marketing problem clients sitting next to you at dinner? Just ask him about his worst client ever. They’ll be no shutting anybody up after that. Because face palm-worthy client moments happen all the time in the agency world. But we usually have to hold our tongues or…
5 Traits of the Perfect Customer Service Employee
Perfection doesn’t exist—but some people just happen to possess the characteristics that make them more suited for the role of a customer support agent, while others don’t have the traits of a good employee. So what customer service qualities make these individuals different? Besides possessing the right customer service employee, what are the traits that…