Search Results for 'Mark Lusky'

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  • 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

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

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

  • When Labels Do Customers a Disservice

    Labels are relied upon to provide accurate and complete information. In some cases, they inform; in others, they warn. But, how do you ensure that they don’t mislead or misstate, doing customers a disservice – and eroding trust – in…
    Mark Lusky 05.25.18

  • 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

  • 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

  • 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 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