As Phil Lempert, the Supermarket Guru, notes: “Retailers and [consumer product manufacturers] continue to mask everyday price increases with smaller package sizes, fractional ounce content, and uneven dollar amounts …
Read moreThe Power of An Apology in Building Trust
Evans on Marketing Marketing Communications, Online Marketing, Social and Digital Media, Trends apology, customer expectations, customer satisfaction, trust 1
With the advent of social media and the rise in consumer expectations, companies need to do more to make things right.
According to customer satisfaction gurus Don Peppers and Martha …
Read moreHow Bad an Idea Is This: Tech Companies Leave Phone Calls Behind?
Evans on Marketing Social and Digital Media bad behavior, customer expectations, customer satisfaction, social media
Are we really satisfied that social media firms “communicate one thing loud and clear: phone calls are over”? As Amy O’Leary reports in the New York Times: “Quora is …
Read moreTo Sell More, Focus on Existing Customers
As Rick Reynolds says on the Harvard Business Review blog: “Strengthening your relationship with your existing customer base is one of the best ways to increase sales. Your company’s account …
Read moreWhy Online Merchants Need to Measure Lifetime Value
Evans on Marketing Distribution, Online Marketing business model, customer satisfaction, online shopping 1
