Archive for customerservice SmartBlogs
Food is a powerful thing when it comes to triggering memories. Probably everyone can think of an experience that was at least partly defined by food eaten, whether it was a special occasion celebrated at a restaurant or a holiday eating a home-cooked meal with family. There are plenty of businesses that aim to deliver a memorable experience to consumers, and by not giving food and beverages the attention they deserve, some operators are missing an important opportunity to impress customers and keep them coming back.[…] Continue Reading »
In his keynote speech to NRA Show attendees Sunday, Starbucks CEO Howard Schultz addressed the importance of balancing social responsibility and customer service with efforts to grow same-store sales.
Schultz first joined Starbucks in 1982, when the chain had only four stores. His dream was to create “the kind of company that our parents never got to work for,” he said.[…] Continue Reading »
On Friday, I discussed the value of customer knowledge. But how do you put that knowledge to work? What role does community play?
Let’s move on to the issue of customer service, or literally serving the customer. That term covers a lot of terrain, so I’ll start with a few examples from my own experience. I’ve been having trouble with my phone line recently, so I decided to try and find out what the problem is.[…] Continue Reading »
Outback Steakhouse Senior Director of Direct Consumer Marketing Ken Bott says the golden rule applies to social media marketing — and following that rule is what turns superfans into advocates for your stuff. By making every personal interaction count, Bott and Direct to Consumer Marketing Manager Dan Holm created deeper, more authentic relationships with fans.
In fact, one relationship led to an amazing word-of-mouth story that got the whole country talking about Outback Steakhouse.[…] Continue Reading »
I know that many people have different views on how best to handle an angry customer. Some people will advise you to delete negative comments about your brand, and ignore them. I take the opposite approach, and with the right strategy in place you can turn an angry customer into a brand advocate.
There are pro-active steps you can take to help ensure that you will not create an angry customer on a social media rampage.[…] Continue Reading »
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