Service is (almost) all it takes
I recently visited Trinidad & Tobago. I love to travel, for more than one reason. Besides vacation, new experiences and meeting new people I also almost always get business ideas. Things missing in Sweden, or things that are missing in whatever the place I am visiting. It is also very interesting to test service levels. [...]
The customer is always right - what does it mean?
Here is a really tasty quote from Seth Godins post - Win the fight, lose the customer.
…smart marketers understand that the word ‘right’ in “The customer is always right” doesn’t mean that they’d win in court or a debate. It means, “If you want the customer to remain a customer, you need to permit him [...]
Online activities that create offline “wow”
More and more businesses are noticing how social media is transforming the media landscape, shifting more and more power to consumers. A lot of businesses realize they should probably have some kind of prescence. Some give it a try. A few are really successful.
We will se more and more of this, more trying and incresing [...]
A recipe for customer service
Recent events have shown, once again, the importance of good customer service. As consumers now can fight back, companies have yet another incentive to provide good customer service - to prevent viral spread of consumer rants on the Internet.
Truth is, people are pretty nice. People give companies second chances. People want to like the companies [...]
United Airlines in trouble
I’m back from vacation, going through my reader, and as I still haven’t gone through it all, this might be repetition for some. Sorry about that.
From what I’ve noticed, United Airlines is in trouble, as they break guitars. Dave Carroll, disgruntled customer, and singer in Sons of Maxwell, spent nine months trying to get compensation [...]
What you measure influences how much word of mouth you get
It is interesting to see how different rules within businesses shape the way people within them behave. It is even more interesting to see how what these result in over time.
Even though they might have a short term benefit, rules and incentives can hinder a business on a longer perspective. The boundaries an employee has [...]
Focus on the feeling
I just found a very nice quote on Disruptive.nu (in Swedish). It was made in Swedish, by Pär from what I understand, and is translated by me here:
“The product in a company is the feeling the client has when walking out the door”
I think you could be even more general and say “offering” instead [...]
8 favourites from 2008
Happy New Year! It is a little late as I haven’t been blogging for about 10 days, I know, but nonetheless I wish you a happy new year! I think 2009 will be great!
But, before I start the new year for real, I’d like to indicate some of my own favourite posts from 2008. I [...]
New vs. existing customers - who do you put your money on?
In business literature, we are used to reading about the costs of customer acquisition. And usually, these costs are pretty high, typically a lot higher than the costs for keeping an existing customer.
So, it is always pretty surprising to see how businesses treat existing versus new customers and what kind of incentives they offer. [...]
How the rule of reciprocity affects word of mouth
What is it that actually drives word of mouth?
One obvious driver is that people like to talk, and actually benefit from it. Throughout history, communicating good and bad helped our close ones learn things that were important to survive in hard times.
Our survival is not as dependent on it anymore, and whether we [...]