Actions Speak Louder Than Words

  80% of businesses believe they deliver “superior” customer service. Only 8% of the businesses’ customers agree. Holy disconnect Batman! ~ Peter Shankman, Zombie Loyalists When I read this statistic at the opening of Zombie Loyalists: Using Great Service to Create Rabid Fans, I thought, “Wow! That’s probably why I shop at Trader Joe’s more Read more about Actions Speak Louder Than Words[…]

Value is in the Eye of Your Customers

  Value, Is Not About You “Buy our stuff because it’s good for you,” could be a mantra for marketing and advertising pre-social media.  Things are different now. Small business owners tell me they are frustrated because people aren’t jumping off their Facebook page and making their phone ring.  When I look at what they Read more about Value is in the Eye of Your Customers[…]

Want More For Your Customers

Research Customers. I’ve been obsessed about customers and customer service for the last year while doing research for my new book coming out later this year.  My research has taken me to high end retailers and to the local farmer’s market.  What I’ve learned is the businesses that become customer-centric are always the busiest and the Read more about Want More For Your Customers[…]

Customer Care – Want More For Your Customer

  Customer Research I’ve been immersed in customer service books lately as research for my new book, In Search of Customers, coming out later this year. Taking care of customers has always been important to me.  When I was at Starbucks, my job was to take care of my clearly defined internal and external customers. Read more about Customer Care – Want More For Your Customer[…]

Where Do Your Customers Hang Out?

  Which Social Media Channel is Best? There are a bazillion inbound marketing channels.  It’s easy to get overwhelmed and confused which one’s to use.  One of the biggest questions I get when facilitating social media classes is, “Which is the best site for (fill in the business) to use?”  My answer, “It depends.” It depends Read more about Where Do Your Customers Hang Out?[…]