Customer Service


  • Don’t ‘over send’ or ‘under think’

    Most of us know the drill. We donate once to a “worthy cause,” then are bombarded with pleas for additional contributions via emails, snail mail, text or a combination of the three. What started out as a satisfying gift often turns into d…
    Mark Lusky 10.06.17

  • Proactive customer service drives satisfaction, sales

    Companies just waiting for their customers to order labels may be missing out on a robust opportunity to drive more sales – and enhance customer satisfaction in the process. The key, however, is first and foremost to come across as a helpful ad…
    Mark Lusky 09.11.17

  • Use labels to showcase customer reviews

    Increasingly, products live or die based on their reviews. It’s now commonplace for consumers to check out Google, Yelp, Facebook and other sites to “take the temperature” of a product they are interested in purchasing. To make i…
    Mark Lusky 07.14.17

  • Costco shines as a model of consistent customer service

    Between CRM technologies, customer-facing protocols verging on obeisant, and attempted customer service upselling, the customer service mindset is getting really confusing. There are data mining, tracking and training challenges galore. And that&r…
    Mark Lusky 04.07.17

  • Label Presentation: along for the ride or driving the bus?

    Look at your labels and packaging. Really look at them, both from a graphic and content perspective. Do they make you stand out from the crowd or just blend into that crowd? For some product manufacturers, accurate information and a legible look a…
    Mark Lusky 03.13.17

  • New year brings new challenges

    Of the customer service lessons learned in 2016, none is more poignant than maintaining the trust of your customers. Just ask Samsung, whose initial responses to Galaxy Note 7 reports of battery fires and explosions were viewed as somewhat tepid.…
    Mark Lusky 01.20.17

  • Label Marketing Faces Ongoing Challenges

    The “perfect storm” of labeling challenges is intensifying. There are three main components: increasing consumer demand for accurate and comprehensive ingredient inclusion, continuing efforts to “spin” products in their best l…
    Mark Lusky 11.14.16

  • Train customers to offer good service

    Overwhelmingly, the focus of “good customer service” is on the service provider. But, lost in the all-consuming drive to make and keep customers happy is their responsibility to return the favor. Why should a customer need, or want, to…
    Mark Lusky 06.03.15

  • Micro-size your marketing efforts

    Noted author and blogger Seth Godin recently blogged about the rise of micro production and marketing leading to the fall of mass production and mass media marketing. The days of creating mass quantities of stuff, then marketing it to the masses thro…
    Mark Lusky 04.16.15

  • Digital Printing

    Respond to negative reviews, reward positive ones

    Both negative and positive customer feedback can build profitability. Don’t ignore either. Acknowledge and in some way reward positive comments; respond and attempt to remediate negative ones. This includes everything from online reviews and fo…
    Mark Lusky 03.09.15

  • Labels, stickers can engage or enrage

    Sometimes lost in the rush to manufacture appealing products are the “little things” that can engage or deter shoppers scouring the shelves of brick-and-mortar stores. Often, labels and stickers play a key role in the choice to buy or mov…
    Mark Lusky 01.26.15

  • Ask customers to point out your ‘warts,’ then show ‘em to the world

    As social media drives truthtelling and transparency to new levels, it also can encourage bold companies to ask customers to point out problems, then let the world know about them. In a world where shareholder and stakeholder confidence often reigns…
    Mark Lusky 11.17.14

  • Market to the power of one

    If marketing to the masses feels daunting, consider the challenge of courting consumers one by one. That’s what will drive successful marketing and sales campaigns in the coming decades. Fueled in large part by social media’s impact and…
    Mark Lusky 10.10.14

  • Customer experience needs simplicity, clarity

    There’s too much going on – for all of us. From the daily deluge of emails and other in-the-moment communications to an information-packed internet, many of us are overwhelmed and exhausted trying to keep up with, and make sense of, the m…
    Mark Lusky 09.09.14

  • Smart Labels

    Smart labels enhance buying experience

    Smart labels are enhancing consumers’ ability to interact with products on store shelves, which translates into smart marketing. Ever-advancing enhancements heralds the ability of would-be buyers to access everything from pricing and special pr…
    Mark Lusky 07.21.14

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  • ‘Pot’-stickers: using labels to make friends

    Burgeoning recreational marijuana industries in Washington and Colorado provide a rare glimpse into the birth of a brand new market. For custom label printers, it’s both an opportunity and an enigma. In Colorado, where retail sales began Janua…
    Mark Lusky 04.15.14

  • Labels for product marketing

    Labels can be wonderful marketing tools for product marketing. Decorative labels provide ways for manufacturers to showcase offerings, add personality to otherwise pedestrian-looking products and build credibility both about the product and manufactu…
    Tammy MacLaughlan 03.13.14

  • Countering customers who travel a one-way street

    Some customers want it all their way, right away, all the time. They keep pushing until someone pushes back. You need to be that someone. While accommodating legitimate needs should be priority one, there are limits. When they are reached, it’…
    Mark Lusky 01.24.14

  • Why market cold when warm leads reside nearby?

    With social media and networking entrenched in the mix, marketing avenues are more abundant than ever. However, in a world filled with a dizzying array of options, sometimes simplicity is the best way to go. Companies routinely spend much time and m…
    Tammie MacLachlan, Contributing Editor 11.21.13