Rule Number One of my approach to marketing is to treat the customer right. As I say in my books, it’s far cheaper to bring back an existing customer than to have to go out and recruit a new one. And even in the following case, where there is no likelihood of a repeat purchase, [...]
Entries Tagged as 'Customer Service as Marketing'
Another Case of Customer Service Stupidity
January 17th, 2010 · View Comments · Business Ethics, Customer Service as Marketing, Shel's Personal Life
An easy way to promote your store/office–with the power of water
August 8th, 2009 · Comments Off · Customer Service as Marketing, Energy & Sustainability, Marketing Techniques and Philosophies, People Helping People
OK, so everyone knows by now, bottled water is uncool if you live in a place where the water is fit to drink (and that includes most of the U.S., Canada, and Europe, as well as many other parts of the world). Issues include environmental impact, cost, depletion of public resources, and centralization of corporate [...]
Tags: bottled water·customer service·drinking water·environmentally friendly·kidney stone
BNET: Why Bing Won’t Bother Google–and What Microsoft Should Do Instead
June 7th, 2009 · View Comments · Customer Service as Marketing, Marketing Techniques and Philosophies, Marketing Trends/News
The article does have a solution for Microsoft, though: it identifies a core weakness of Google’s and gives Microsoft an exact recipe to exploit this vulnerability.
The Democratized Encyclopedia: Social Networks
April 29th, 2009 · View Comments · Customer Service as Marketing, Frugality/Frugal Fun, Marketing Techniques and Philosophies, Web 2.0/Social Media
When a lot of people think of crowd-sourcing–harnessing the network of common wisdom–they probably think first of Wikipedia, which is written by its users. But Wikipedia, and Wikis in general, are only the most visible piece of an amazing phenomenon that dates back to the earliest days of the Net. Maybe eight or ten years [...]
Facebook Bows to Pressure, Reverts to Old TOS
February 18th, 2009 · Comments Off · Business Ethics, Customer Service as Marketing, Transparency vs. Secrecy, Web 2.0/Social Media
Just yesterday, I blogged about the massive user outcry over Facebook’s new Terms of Use. Last night, CNet reported that the social networking giant had retreated. Facebook CEO Mark Zuckerberg acknowledged the controversy, saying, “we have decided to return to our previous terms of use while we resolve the issues that people have raised.” And [...]
Tags: facebook terms of use
With Attitudes Like These, No Wonder Traditional Journalism Is Dying
December 9th, 2008 · View Comments · Customer Service as Marketing, Marketing Techniques and Philosophies, Marketing Trends/News, Uncategorized, Web 2.0/Social Media, media-general
Lostremote.com has an astounding post: a traditional print journalist ranted that a TV station allowing its viewers to select one story for the nightly newscast was the death of standards. The station, in best-practices Web 2.0 fashion, invited him on the show to debate the issue publicly. And this is how the journalist responded: “I’m [...]
The Power of Patience, Persistence, and Positivity
November 13th, 2008 · View Comments · Abundance and Prosperity, Customer Service as Marketing, Publishing, Shel's Personal Life, Uncategorized
No matter how many times I called and got voicemail, I never left a negative message. No matter how many weeks went by with no communication, I always approached each new call without recrimination. I listened politely to the editor complain about the agent, and on other calls, the agent complain about the editor. But when I needed to complain I vented to someone who had no involvement in the deal.
And now, finally, we have a deal that all four parties–myself, my co-author, his agent, and the editor at the publishing house–are all happy with.
Tags: book publishing·positivity
Ken McArthur’s Grand Viral Marketing Experiment
April 1st, 2008 · View Comments · Abundance and Prosperity, Customer Service as Marketing, Marketing Techniques and Philosophies, People Helping People, Publishing, Web 2.0/Social Media
For years, I’ve been a proponent of viral marketing; as one among may examples, it’s the main tool I’ve used to gain support for the Business Ethics Pledge. One of the best viral marketers I know is Ken McArthur, known for his joint-venture Internet marketing conferences. I met Ken several years ago at one of [...]
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A New Discovery…And a Web 2.0 Moment
November 30th, 2007 · Comments Off · Blogroll, Customer Service as Marketing, Marketing Techniques and Philosophies, Marketing Trends/News, Web 2.0/Social Media
What especially interests me is the way I found him. I participate fairly passively on several Web 2.0 social networking sites. This morning, I logged onto Plaxo and found that someone in one of my groups had posted a link
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Watch This Space: Art of Apology Wednesday
October 7th, 2008 · View Comments · Customer Service as Marketing, Ethics: General, General Commentary
Lauren Bloom has a sweet new book, “The Art of Apology,” which I really enjoyed. She’s sending me a guest blog for posting on Wednesday–just in time for Yom Kippur (starts Wednesday night)–the Jewish day of asking forgiveness. Meantime, if you want a preview, she’s giving away a chapter at http://www.ArtOfTheApology.com/preview
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