MeasuredUp Customer Service and Small Business Marketing Blog » 2009 » August

Archive for August, 2009

 The Value Of Real-Time Customer Care

Wednesday, August 12th, 2009

Allen Adamson08.11.09, 05:30 PM EDT

In a virtual marketplace, brands that add a personal touch will stand out–and win.


One of the best parts of vacationing in a small town is visiting the local video store, where the proprietor–a scruffy guy who loves everything related to movies–will recommend films that he thinks you’ll love. There’s no scientific algorithm to his suggestions, no data analysis or statistical assessment. The owner makes his recommendations based on bits and pieces of casual conversation with customers.

I was thinking about that video store as I read about the contest hosted by Netflix ( NFLX - news people ), which offered a $1 million prize to anyone who could significantly improve its recommendation system and ended in July. While digital technology has made our lives more convenient in many ways, especially in the way it helps people make buying decisions, smart companies realize that there are some things even the most sophisticated digital applications can’t do. Above all, they can’t replace the personal touch that often helps consumers distinguish one brand from another. In a tough economic climate, real customer care–not virtual–can be the differentiating factor between two competing brands.


Read the entire article at

 BBB gives advice on how to respond to online customer complaints

Thursday, August 6th, 2009

The old adage is that a satisfied customer will tell three people and an unsatisfied customer will tell 10. However, with the advent of blogs, Twitter and YouTube, disgruntled customers can now share their rant about a company for the whole world to hear. Consumers are taking their complaints online. The Better Business Bureau advises that responding to complaints is necessary if a company wants to maintain a reputation for great customer service.

“The Internet empowers customers to air their grievances like a megaphone to the world which can be a scary prospect for a business owner,” said Kathy Barrett, BBB president. “Instead of being scared, companies should view the Internet as a great tool to work directly with disgruntled customers, fix the issue and hopefully turn them into a repeat customer.”

 Why Customer Service Is So Bad

Tuesday, August 4th, 2009



I don’t think many people would disagree that customer service is not what it used to be and not what it should be. Many people blame it on a particular generation, and others see it as just another example of the decline of civilization. I have another explanation. Actually, I have three explanations. Let’s start with health insurance.

Because of the high cost of health insurance, many companies have opted to hire a lot of part-time staff, which allows them to avoid having to offer benefits. This creates a problem: It is difficult enough to train full-time people. Having them there part-time and having a huge turnover makes it all the more difficult.

Meanwhile, in the retail world, pricing has gone mad. It used to be that stores would have four sales a year to get rid of stale or seasonal merchandise and to promote business. These days, stores have “crazy once in a lifetime sales” every two weeks. When you have manic pricing, up one day, down the next, it wreaks havoc on customer service. When the sale is on, you don’t have enough staff. When the sale is off, the staff stands around and complains about the slow business.

Read the entire article:

 Small businesses use social media tools to attract customers

Tuesday, August 4th, 2009

By Helen Kaiao ChangSDNN


Angela Cortright, founder ofSpa Gregories, which recently opened a branch in Del Mar, uses social media to find new potential customers.

“We’re trying to reach out to the local community through Facebook and Twitter,” she said, “It helps us by word of mouth. This is just a new mouth — it’s a digital mouth, instead of calling my friends.”

Cortright and about 75 other business owners attended a workshop on “Internet Marketing 3.0″ last Friday in Mission Valley. The event organized byScore, a non-profit business training group, was the first of its kind offered by the national network and the highest-ever attended in San Diego. The workshop will be held again on Tuesday in Carlsbad.
Read more:

Bookmark/Share this page

This page is under construction.
It will be up and running soon with new features to make you smile more.
The MeasuredUp Team