Monthly Archives: January 2012

5 Ways to Improve Marketing Performance

Interesting presentation by Roger Dooley, author of Brainfluence, on “Marketing to Your Customer’s Brain.” Roger’s premise is that traditional marketing doesn’t work and that you need to get into the subconscious mind of your customer to understand what will and … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

Bank of America Gives Loan Modifications to People Who Won’t Complain About them on Facebook

Continue reading

Link | Posted on by | Leave a comment

Disengaged Employees Can Destroy a Brand

I’m not a big fan of the yellow pages and haven’t been since I started using the Internet about 18 years ago. If I need to look up a company, I use Google.  I haven’t advertised, or recommended that my … Continue reading

Posted in Consumer Insights | Tagged , , | 1 Comment

9 Best Practices for Using Social Media

Great white paper from Chris Brogan of New Marketing Labs and John Bastone of SAS entitled, “Acting on Customer Intelligence From Social Media.” Chris Brogan provided nine best practices to start using social media for the greatest effect: Find your … Continue reading

Posted in Consumer Insights | Tagged , , | 2 Comments

3 Measures of Employee Engagement

There is a strong link between levels of employee engagement and the effort and commitment of employees to their company, and a consequent link with positive customer experiences, according to a research report by Temkin Group. The report, entitled Employee … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

6 Rules for Customer Service

Interesting article in a recent edition of Quick Service Restaurant magazine entitled “All in the Family.”  While the article is about customer service in restaurants, it applies to any business — B2C or B2B. David Martinez runs two Russo’s Coal-Fired … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

5 Elements for Outstanding Service

John Tschohl is the president of Service Quality Institute which works with companies to create a service culture by providing ongoing service training every four to six months to keep employees engaged, learning and informed. He has five critical elements … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

12 Steps to Clear Communications

A recent edition of Communication World discusses the results of a study by the University of St. Gallen, “Complex to Clear: Clarity in Corporate Communications” about how you can consistently communicate in a clear, understandable manner. The main premise of … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

Top 10 Customer Service Retailers for 2011

The announcement of the Top Ten Recipients for the 2011 Customers’ Choice Awards was made Tuesday, January 17, at the Annual Retail Industry Luncheon. Finalists for the Customers’ Choice Awards were selected by shoppers in the seventh annual NRF Foundation/American … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment

Social Media Not #1 For Customer Queries

New data on consumer behavior confirms that websites are more important than social media  for answering consumers’ questions. ExactTarget conducted a study during September 2011 looking at the number of questions asked on corporate websites versus social media. Results of … Continue reading

Posted in Consumer Insights | Tagged , , | Leave a comment