Customer Service


  • Customer service means preventing counterfeiting, too

    One not-so-obvious customer service function is thwarting the purchase of counterfeit goods, a massive and growing problem. Innovative technology that identifies counterfeiting also helps engage customers one-on-one. Labels with individual, unique di…
    Mark Lusky 11.16.18

  • Your employees are customers, too

    Employees can be a company’s best asset to create and test out marketing, branding and customer service strategies. An article by Forbes’ Micah Solomon makes this point in a recent piece entitled, “Employees Are Customers Too.&rdquo…
    Mark Lusky 10.12.18

  • Labels truly can be a life, death and health influence

    From allergies to aspartame, does packaging disclose enough?
    Mark Lusky 09.10.18

  • Chewy shows convergence of marketing and customer service

    Offer superb customer service, and promote it on labels and packaging.
    Mark Lusky 07.13.18

  • ‘Jane Walker’ Label Stirs PR Pot

    ‘Jane Walker’ Label Stirs PR Pot

    When I was a regional marketing director for Ringling Bros. my boss once said that any publicity is better than none, even if it’s negative. I don’t generally agree, but a test of his statement rolled out recently with the “Jane Wal…
    Mark Lusky 04.09.18

  • Make sure customer service doesn’t sound like a sales pitch

    There should be a distinct line between providing helpful, how-to customer service solutions and selling. Too often in today’s frenzy to improve the bottom line, “customer service” morphs into thinly-disguised sales pitches –…
    Mark Lusky 03.09.18

  • Marketing labels, packaging to a moving target

    What do you do when a carefully crafted marketing campaign gets jolted by a “higher force” making ominous pronouncements? Such is the case with cannabis and the jarring impact of Attorney General Jeff Sessions’ threatened crackdown…
    Mark Lusky 01.26.18

  • 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

  • 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