July 2, 2010

The Importance of Feedback

I recently posted an article over on the New Marketing Labs blog regarding asking for feedback and the importance of having a feedback loop.  I thought it might interest you and I also wanted to get your opinion on it.

June 17, 2009

Providing a Velvet Rope Experience

velvetropeYesterday I had a meeting at Gillette Stadium as part of planning the Inbound Marketing Summit. As we took a tour of Patriot Place, a collection of shops and restaurants attached to the stadium, I was shown the Showcase Cinema de Lux. It was explained to me that this movie theater offered a "lux level" ticket which allowed you private access to a balcony level of the theater with private servers, full food and liquor menu, oversized plush chairs, and a handful of other amenities.  Yeah, ok, right.

May 6, 2009

Providing Customer Service Without Ever Speaking

Is it possible to provide great customer service without ever speaking to your customer?  I think so.  Actually, I know so.  Since its inception, I have been a regular customer of Netflix.  There have been a couple times where I've canceled the membership because of traveling, moving, etc but I've always come back.  Why?  Well, beyond the fact that it's a genius system for a great price, I have always loved their care for the customer experience.  I've never talked to one representative at Netflix.  Do they even have customer service reps?  I'm sure they must have to but I've never had a need to go looking for a number.  Yet, I always feel like they are continually trying to improve customer service thus improving the overall customer experience.  How so?

February 17, 2009

Are You Developing Raving Fans

It's no surprise that word-of-mouth can be the best marketing a company could ask for.  It can also be the most detrimental to a company's brand if that word-of-mouth is negative or even indifferent.  As we are going through difficult economic times, it becomes even more important that you cherish every single customer.  Furthermore, word-of-mouth is now on steroids with the speed at which information travels across and through social networks.  So, how do you ensure that your customers become a positive word-of-mouth vehicle for your company?  One way is through developing raving fans of your brand.