Do 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.    

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Great Service: Be Fast, Friendly, and Helpful

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 […]

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It’s Not Just About Happy Customers; Angry Customers Matter Too

All companies — large and small — treasure and understand the value of their happiest customers. The number and loyalty of these customers is often the difference between success and failure. But, how should we deal with angry customers? As a general rule, we should not give up on them until we understand their feelings […]

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Pay More Attention to Loyal Customers!

by Joel R. Evans and Barry Berman   Too many firms concentrate on how to woo new customers and, thus, they do not pay enough attention to what they can do to gain the loyalty and increased patronage of their repeat customers. For example, when was the last time that YOU ran a special sale just […]

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What Any Marketer Can Learn from Amazon Prime

Although some firms truly get the value of strong customer loyalty programs, there are others that still don’t. The current king of customer loyalty programs is Amazon with its Amazon Prime. The effectiveness of Amazon Prime is noted below. But let us first describe why the program works so well: There are multiple options: Amazon […]

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2014 Customer Champions

1to1 Media recently released its 2014 Customer Champions report. This is how it defines customer champion: “Behind every successful enterprise-wide customer strategy is an individual who tirelessly evangelizes the customer cause, who reminds employees that customers are the business, who understands how to transform loyalty into profit, and whose efforts both command attention and garner […]

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Good Customer Service Can Raise Satisfaction AND Reduce Costs

Some companies view customer service as an “extra” that they provide to shoppers. These firms need to reconsider their approach. In a 1to1Media report sponsored by Oracle: “we outline best practices for providing ‘a little extra service’ that saves your company money and drives high customer satisfaction at the same time. First, we discuss the […]

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Customer Service Means Much More Than Social Media Engagement

 As reported by eMarketer: “Most businesses have realized that social media users often expect to get responses to customer service queries and complaints through that channel, and according to research released in October by SAP and Social Media Today, 71.2% of companies worldwide provided customer support on social media. But it’s still a small piece […]

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