Search Results for 'Reputation management drives marketing success'

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  • 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…

  • When words cut like a very expensive knife

    Mark Lusky || October 13, 2015
    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…

  • Respond to negative reviews, reward positive ones

    Mark Lusky || March 9, 2015
    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…

  • 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’…

  • Why market cold when warm leads reside nearby?

    Tammie MacLachlan, Contributing Editor || November 21, 2013
    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…

  • Marketing spin gives way to truthtelling

    Mike Lusky || September 13, 2013
    Regardless of your feelings about social media, give it high marks for driving a major shift in the way companies present products and services, and how consumers make buying choices. In essence, social media is the ultimate lie detector. If a compa…

  • 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…

  • Plusses, perils of immediate customer service gratification

    Tammie MacLachlan and Mark Lusky || January 23, 2013
    Instant gratification has become the paramount rule of engagement in many customer service interactions. Increasingly, the pressure is on customer service representatives across corporate America to effect rapid resolutions. Faced with mandates from…