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

    Mark Lusky || March 21, 2016
    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…

  • Product marketing reaches crossroads: proprietary vs. public

    Mark Lusky, Editor || January 25, 2016
    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…

  • One person or experience can drive long-term loyalty

    Mark Lusky || November 20, 2015
    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…

  • Label promotions go off the beaten path

    Mark Lusky || July 21, 2015
    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…

  • Train customers to offer good service

    Mark Lusky || June 3, 2015
    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…

  • Labels, stickers can engage or enrage

    Mark Lusky || January 26, 2015
    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…

  • Smart labels enhance buying experience

    Mark Lusky || July 21, 2014
    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…

  • Countering customers who travel a one-way street

    Mark Lusky || January 24, 2014
    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’…

  • Surveys become the scourge of customer service

    Mark Lusky || October 14, 2013
    Once again, corporate America has taken a great concept –regular customer feedback – and morphed it into an omnipresent annoyance. It seems like a survey request accompanies just about every customer service interaction. Feedback question…

  • The customer service tightrope

    Mike Lusky || July 17, 2013
    The difference between world class and lower class customer service is often determined by one small step or misstep. Contrary to the preachings of some CRM gurus who advocate expensive, complicated technology as a cure-all, the best service often re…