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Posts Tagged ‘Customer Service’

 Barnes & Noble Tops Customer Experience List

Friday, January 15th, 2010

Jan 13, 2010

Elena Malykhina from Marketing Daily

Barnes & Noble is the No. 1 brand when it comes to customer experience, according to a survey released this week by Forrester Research.

Forrester asked more than 4,600 U.S. consumers about their interactions with companies across various industries as part of the “Customer Experience Index, 2010.” Participants rated the usefulness, ease of use, and enjoyability of their experiences. Forrester calculated the results for 133 companies in 14 different industries and found that retailers, hotels, and
parcel shipping firms ranked the highest for all categories, while health insurance plans, TV service providers, and Internet service providers ranked the lowest.

The second and third highest-rated companies behind Barnes & Noble were Marriott Hotels & Resorts, and Hampton Inn/Suites, respectively. Amazon.com and Holiday Inn Express rounded out the top 5. On the other hand, Charter Communications, United Healthcare, and Citigroup, among others, were at the bottom of the list.

“If you step back and look, a lot of the industries at the bottom haven’t had the need for competition in terms of consumers—including health insurance providers who traditionally competed for employees. Other organizations just haven’t grown up in terms of being customer-centric,” said Forrester analyst Bruce Temkin, who worked on the survey.

According to Forrester, only 13 firms had an “excellent” customer experience rating; 35 received a “good” rating, 40 got “okay” ratings, and 45 received either a “poor” or “very poor” rating. (See the complete survey results here.)

Read entire article here – http://www.brandweek.com/bw/content_display/news-and-features/direct/e3i5b45383f2cd3f8b3848cb4869a779206

 L.L.Bean Still Tops In Customer Service

Wednesday, January 13th, 2010

From article in Mediapost. By Sarah Mahoney

Customers of L.L. Bean aren’t just wearing their duck boots, they’re feeling the love.

The Freeport, Maine-based retailer once again landed in the No. 1 spot in the National Retail Federation/American Express Customers’ Choice survey, followed by Overstock.com, Zappos.com and Amazon.com. (All four ranked in precisely the same order as last year’s survey.)

QVC jumped into No. 5, followed by Coldwater Creek; HSN; Lands’ End, a division of Sears, and JCPenney. Nordstrom and Kohl’s tied for the 10th spot.

Read the article here: http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=120495&nid=109870

 2010: The Year Social Marketing Gets Serious

Tuesday, December 22nd, 2009

By Laurie Sullivan from Mediapost

Marketers will need to start justifying social marketing plans with business cases, objectives and metrics, as the medium moves out of the test phase. In 2009, marketers could brag they had a Facebook fan page or Twitter account, but analysts predict that social media will become a strategic part of marketing efforts next year.

Forrester Research released a list Monday of social computing prediction for 2010. The report suggests that companies that create social councils — cross-functional teams aimed at sharing ideas about social media — will begin to get serious about budgets and structure for these groups. Expect the teams to become strategists. Efforts will likely include policies.

The report also suggests that an increasing number of marketers will adopt listening platforms to monitor social media, Twitter will become more profitable or get acquired, Facebook will take a hands-on approach to protecting members, and incompatible mobile devices in siloed application will shatter the social experience.

Forrester Analyst Augie Ray says in 2010, those who hold the purse strings for budgets will want to see results. “It’s the year social marketing gets serious,” he says.

But rather than knowing how to set up a fan page on Facebook or gain a following on Twitter, marketers must realize that it requires more than recognizing the importance of social media.

Read the rest of the article here:

http://www.mediapost.com/publications/?fa=Articles.showArticle&art_aid=119493

 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 http://www.forbes.com/2009/08/11/allen-adamson-marketing-cmo-network-adamson.html?feed=rss_leadership_cmonetwork

 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

By JAY GOLTZ

 

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: http://boss.blogs.nytimes.com/2009/08/04/why-customer-service-is-so-bad/

 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:http://www.sdnn.com/sandiego/2009-08-03/business-real-estate/small-businesses-use-social-media-tools-to-attract-customers/comment-page-1#comment-10838#ixzz0NDvhoLOm

 Twitter Lawsuit, What Should Business Learn?

Friday, July 31st, 2009

Article from PC world about how companies should handle customer service issues and how suing could backfire and make the company look worse.

From Tech inciter. By David Coursey

Horizon Group Management has probably by now figured out that suing a tenant over an uncomplimentary tweet was probably not the best course. If the company had been worried that a tweet about a supposedly moldy apartment would damage its reputation, it has certainly magnified that effect probably millions of times.

Forgive me if, should I move to Chicago, I choose not to rent from a company that describes itself as a “sue first and ask questions later kind of an organization” as though it is a virtue. Moldy apartment or not.

What should businesses learn from this incident?

Read entire article.

http://www.pcworld.com/article/169324/Twitter_Lawsuit_What_Should_Business_Learn.html

 Amazon-Zappos Highlights Customer Service

Friday, July 31st, 2009

Article about Zappos and great customer service.  By Elizabeth Blackwell.

At the thestreet.com

SEATTLE (TheStreet) — It’s Business 101: Happy customers become regular customers. And maintaining a core of regulars can be less time-consuming and expensive than constantly marketing to attract new business.

But can a company thrive by making customer service the centerpiece of its mission? Yes, in the case of online shoe retailer Zappos.com, which was recently acquired by Amazon(AMZN Quote). Selling shoes isn’t exactly a game-changing or particularly high-margin business. What sets Zappos apart, and attracted Amazon, is its customer-focused culture and buyer loyalty.

Could above-and-beyond customer service make your business stand out, too?

Read entire article.

http://www.thestreet.com/story/10555441/1/amazon-zappos-highlights-customer-service.html?cm_ven=GOOGLEFI

 Don’t underestimate the power of the customer when building your brand.

Tuesday, February 17th, 2009


Monday, February 16, 2009 

 

By Don Morgan 

Last week, I attended a webinar titled “Brand Building in a Digital Age”. I was expecting a “how-to” seminar on incorporating social media and other new technology tools as part of the marketing mix. As it turned out, the webinar was more about the power of the customer and the importance of good customer service in an era of instant access to millions of potential customers via the Internet. But that’s okay, because the webinar did give me some new insights and appreciation for the importance of doing and saying the right things with customers.So what does that say about retailers who loudly proclaim their “once-in-a-lifetime” sale that happens again next week? And again the following week? Are you listening department stores? Or what about the automobile dealers, mortgage companies and all the other advertisers who trumpet their incentives and hide behind the fine print. The old-fashioned notion of caveat emptor (buyer beware) has been replaced by seller beware that you don’t ruin your brand and your business in a blind quest for profit because your customers will tell the truth to the world.The rapid growth of customer review sites like Yelp and Angies List and the emergence of customer feedback sites like Measuredup and Planetfeedback should be enough for marketers to wake up and smell that coffee.The customer is not only in charge, they are in the driver’s seat.

For full article go to marketingthoughtleader.blogspot.com 

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