Tag Archives: remarkable service

Consumer Insights on Voice of the Customer

I enjoyed attending the webinar hosted by Andrew McInnes, analyst with Forrester, and Chris Cottle, EVP marketing and products for Allegiance. The topic of their webinar was “The New Frontier of Customer Voice.” Today there are multiple channels of engagement … Continue reading

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Consumer Insights on Thank You Notes

I enjoyed hearing “The Power of a Simple ‘Thank You’” (http://bit.ly/ghdX8Y) on American Public Radio’s Marketplace. The report reinforced the power of writing personal “thank you” notes via a couple of stories where consumers received “thank you” notes when they … Continue reading

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Consumer Insights on Imperatives of the Marketing Revolution

I enjoyed the webinar presented by Aprimo in which they shared their imperatives of the marketing revolution. As the new director of marketing for the American subsidiary of an Irish-based company, I plan to take these to heart: 1. Marketing … Continue reading

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Consumer Insights on Trusted Relationships

I began dealing with Atlantic Avenue Tire, not to be confused with Atlantic Tire, when I moved to Raleigh 20 years ago. At first I just had them align and balance my tires. Then I bought tires from them. Then … Continue reading

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Consumer Insights on Movements versus Campaigns

Yesterday I wrote about the evolution of the Livestrong brand. I would say this brand has evolved into a movement. I had the pleasure of hearing Robbin Phillips, president of the company and author of the book Brains on Fire, … Continue reading

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Consumer Insights on The Ritz Carlton Hotel’s Commitment to Customer Service

I enjoyed reading the interview of Diana Oreck, vice president of global learning and the Leadership Center at The Ritz-Carlton Hotel Company, in the October 30 edition of Marketing News. After winning the Malcolm Baldrige National Quality Award twice, Ritz-Carlton … Continue reading

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Consumer Insights on Outstanding Customer Service

Great customer service is a critical business requirement — especially in a down economy. New business is harder to come by so current business becomes more important. It only takes one bad experience to lose a customer for life and … Continue reading

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Consumer Insights on Taking Risks

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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Top Ten Ways to Instill Customer Service into Your Company

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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Consumer Insights on Call Centers

I just finished reading Tony Hsieh’s new book, “Delivering Happiness.” There are so many great stories and suggestions in this book, I want to share them with you over my next few blog posts. By all means, buy the book. … Continue reading

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