Search Results for 'When marketing drives customer dis-service'

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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…

  • Order-taking vs overbearing

    Mark Lusky || September 7, 2015
    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…

  • 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…

  • Micro-size your marketing efforts

    Mark Lusky || April 16, 2015
    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…

  • Labels for product marketing

    Tammy MacLaughlan || March 13, 2014
    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…

  • 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…