Customer Service


  • Why is the ‘customer experience’ fraught with bad information?

    Providing top-notch customer care is all the rage. Everyone talks about it, cites the appropriate buzzwords (e.g., customer experience) and commits to providing a positive interaction. This shining beacon dims quickly when customers learn that wha…
    Mark Lusky 11.17.17

  • 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

  • Follow-through makes or breaks customer service success

    What’s worse than a bad customer service attitude? Bad follow-through. Clearly, corporate America has adopted the “fair and friendly” customer service demeanor when interacting with customers. We’re overrun with solicitous, we…
    Mark Lusky 10.14.16

  • GMO label requirements drive product, marketing modifications

    By and large, labels are supposed to be a positive marketing tool – touting product highlights and promoting credibility. But what happens when newly-passed legislation requires labeling to disclose something perceived as negative, in turn maki…
    M 09.07.16

  • When customers complain, rejoice!

    Unhappy, vocal customers are a company’s best friend. No matter what industry you’re in, what service you perform, what product you make, or what marketplace you serve, the common thread is the invaluable role that complaining customers p…
    Mark Lusky 07.15.16

  • Labels reveal customer-friendly, health-promoting secrets

    Recently, there was a post about Kraft Macaroni and Cheese replacing dyes with the ancient spice turmeric, known for its anti-inflammatory properties and potential aid as a cancer-fighting agent. According to the New York Times, it was a “new…
    Mark Lusky 05.20.16

  • Labels as anti-marketing tools

    Escalating regulations, rapid-fire social media accountability and fears of lawsuits are forcing manufacturers to shift their labeling from maximum saleability to maximum “failability.” At least in some cases. A recent report in the Wi…
    Mark Lusky 04.08.16

  • Warm, fuzzy labels offset high-tech customer service headaches

    While labels typically are viewed as branding and information tools, they also can serve a vital customer service role – helping “humanize” Interactive Voice Response (IVR) and other frustrating tech-oriented customer support protoc…
    Mark Lusky 03.21.16

  • Product marketing reaches crossroads: proprietary vs. public

    Longstanding proprietary (aka secret) practices of product makers and their retail networks are being called to account in ways never before experienced. A recent fortune.com article illustrates the private/public tug-of-war now being fought by such…
    Mark Lusky, Editor 01.25.16

  • One person or experience can drive long-term loyalty

    Often lost amid anger at poor customer service is the power of one – one person or experience that can turn a company, product or service into a rock star. I recently was reminded of this important asset while attempting to deal with, of all th…
    Mark Lusky 11.20.15

  • When words cut like a very expensive knife

    When it comes to labels, consider your words carefully. Jessica Alba’s Honest Company is having to address a $5 million class-action lawsuit that alleges her products don’t live up to their “natural and effective” claims, acco…
    Mark Lusky 10.13.15

  • Order-taking vs overbearing

    When was the last time you visited a doctor, car mechanic, or other “advisor” and had the response to your question about what you should do thrown back in your lap? It’s happening more often. No doubt some of it ties to the liti…
    Mark Lusky 09.07.15

  • Label promotions go off the beaten path

    Labels are a product’s “front door.” While websites, social media and collateral materials support promotion of a product, its most powerful and up-close marketing tool is the omnipresent label. Of course, it isn’t always u…
    Mark Lusky 07.21.15

  • 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