Monthly Archives: August 2011

5 Levels of Social Media Engagement

Interesting white paper by Katie Delahaye Paine of KD Paine & Partners and Mark Chaves of SAS, entitled, “Social Media Metrics — Listening, Understanding and Predicting the Impacts of Social Media on Your Business” (http://bit.ly/rt371s). Social networking now accounts for … Continue reading

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5 Ways to Generate Customer Referrals

In a recent Colloquy survey, just 58% of customers say they recommend products or services.  This is down from 73%, a 20% decrease, since 2008. Experts attribute this to the fact that people aren’t buying as much during the recession … Continue reading

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5 Ways to Build Trust with Customers

Thanks to Neil Rackham, founder and president of Huthwaite and author of Spin Selling. Consistent with The Integrity Chain (http://wp.me/pYHt6-2C), Mr. Rackham notes that trust is the key ingredient in value-added selling. Customers, clients, prospects and voters are bombarded with … Continue reading

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Customer Service Drives Nordstrom

Nice article in a recent edition of the San Francisco Chronicle entitled, “Nordstrom’s Customer Service Catalyzes Growth” (http://bit.ly/nheF0o). John W. Nordstrom took his Alaska gold mine stake and opened a shoe store in Seattle in 1901.  In the 1960’s the … Continue reading

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4 Keys to Engaging Customers and Driving Sales Today

Today with the growth of the internet and the advent of social media, the customer is in charge of the relationship with product and service providers more than ever before and their expectations are greater than ever. Customer service is … Continue reading

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Make Mistakes Early and Often . . .

Thanks to the Daily OM (http://bit.ly/qQs2BG) for the following which so eloquently reinforces my advice, “make mistakes early and often, just don’t make the same mistake twice.” Life becomes much more interesting once we let go of our quest for … Continue reading

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12 Social Media Metrics

Thanks to Vocus and Marketing Sherpa for “What to Look for When Monitoring” in Vocus’ Social Media Assessment Workbook. Here’s what to look for: Social voice or strength — determining the likelihood that your brand or search phrase is being … Continue reading

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Consumer Insights and Cable TV Customer Service

I had cable when I lived in New York and when I returned to North Carolina. Unfortunately, the cable company treated me like a utility customer — like they didn’t value my business and I had no other choices. When … Continue reading

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The Zappos of Plumbing?

Great article in the latest edition of Cleaner Magazine entitled, “Happy Employees. Big Dividends” (http://bit.ly/nmG6Ti) which shows the value of a company investing in the future of its employees. This company, and its management team, “get it!” Lovett Services is … Continue reading

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Customer Service in the Age of Video

I enjoyed Peter Shankman’s, founder of HARO, interview with Bettina Hein, founder of Pixability. Customer service is at the forefront of everything your business is and stands for.  Without outstanding customer service, you will not have an audience to tell … Continue reading

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