Bonobos showcases diversity. At Bonobos, an online men’s clothier, the focus is on the following: “Shopping for clothes is a pain. We’re here to make it painless, and maybe even fun. A Better Experience. Like most guys, we’re not big fans of shopping. That’s why we set out to build the best online shopping experience […]
Read moreComparing Customer Satisfaction Assessment Tools
The level of customer satisfaction leads to customer repeat business — or abandonment. To be a leader in customer satisfaction, firms must understand how to measure it. Thus, today’s topic: comparing customer satisfaction assessment tools. To start, look at these prior posts: Consistency Makes Good Customer Experiences Better Closing the Customer Experience Gap What Customers […]
Read moreHow to Utilize Intelligent Engagement
Despite the many recent advances in enhanced customer service technology, many companies are always looking for better ways to engage their customers and gain more customer loyalty. The latest technology is known as intelligent engagement. Bold360 is an example of an intelligent engagement service provider. It: “puts your customer insights to work in real-time, across […]
Read moreAnother Technological Innovation from Amazon
Not only is Amazon the leader in online retailing overall, it continues to develop innovative technology. Among its already popular innovations are the Kindle, Kindle Fire, TV Fire Stick, and Echo (Alexa). Due to its getting more heavily involved in apparel retailing, Amazon has just patented a unique new technology-driven, custom-clothing process. As Nick Wingfield […]
Read moreA Customer Service Infographic
Evans on Marketing Business Analytics and Marketing Information, Consumers and Their Behavior, Distribution, Good and Bad Examples of Marketing, Marketing Communications, Social and Digital Media customer expectations, customer satisfaction, customer service, experiential marketing, Exponential Solutions (The CUBE) Marketing, infographic, opportunity, planning, Steve Hashman, tips 1
Last week, we wrote about one aspect of customer service — the firm’s return policy — and its impact on consumer satisfaction. Today, we are presenting a broad-based infographic on good customer service that was developed by Exponential Solutions (The CUBE) Marketing. Thanks to Steve Hashman, one of the company founders, for providing the infographic. […]
Read moreMeet Pepper: The Humanoid Robot
Evans on Marketing Business-to-Business, Consumers and Their Behavior, Distribution, Global Marketing, Marketing Communications, Technology and Marketing customer expectations, customer service, experiential marketing, humanoid, Mastercard, MasterPass, opportunity, order fulfillment, Pepper, Pizza Hut, planning, robot, SoftBank Robotics, YouTube 3
As we have noted numerous times over the past few years, technology has been changing the face of business — for both small and large firms. So, are we ready for personalized robots taking our orders and payment at restaurants? According to Maria LaMagna, reporting for MarketWatch: “Soon, when restaurant-goers hear ‘May I take your […]
Read moreGetting Loyal Customers and Turning Them into Advocates
Evans on Marketing Business Analytics and Marketing Information, Consumers and Their Behavior, Marketing Communications, Product Management, Social and Digital Media advocate, customer expectations, customer loyalty, customer service, evangalist, infographic, opportunity, Retail TouchPoints, Spendsetter, tips 5
All companies are after loyal customers — those who keep coming back to visit with the firms and regularly repurchase from them. It’s a tough competitive battle to capture and retain such customers. But, even more valuable than loyal customers (and harder to achieve) are loyal customers who also serve as brand advocates or evangelists. […]
Read moreMary Pacifico-Valley: A Great Career in Auto Marketing
Mary Pacifico-Valley is the owner of Denver-based Rickenbaugh Automotive Group. Pacifico-Valley worked her way up the ranks to her present position, and her company is hugely successful: “Rickenbaugh Cadillac Volvo in Denver, CO and Infiniti in Dacono treats the needs of each individual customer with paramount concern. We know that you have high expectations, and as […]
Read moreDo Better in Dealing with Negative Online Reviews
Negative online reviews can have a devastating effect on businesses — unless they are handled properly. Here are some suggestions from Konnecti, a company that helps clients build their online presence.
Read moreGreat Service: Be Fast, Friendly, and Helpful
Evans on Marketing Business Analytics and Marketing Information, Business-to-Business, Good and Bad Examples of Marketing, Marketing Communications, Online Marketing, Social and Digital Media analytics, customer expectations, customer satisfaction, customer service, good manners, innovation, online shopping, planning, StellaService 19
StellaService is a relatively new firm that measures the quality of customer service provided by online retailers. According to the company: Dedicated to helping consumers make more informed online shopping decisions, StellaService is the first and only independent provider of customer service ratings for online retailers. Using its proprietary, rigorous evaluation system, StellaService rates thousands […]
Read more