Retailers have two objectives this holiday season – getting sales and improving relationships. The objectives haven’t changed from past years but the environment is very different. Governmental issues and calendar conflicts are creating new challenges. The 2013 shutdown and possible default are carrying over into the New Year. Implementation of mandatory healthcare has been a [...]
Customer Relationships
A few short months ago, two warning shots were fired by major email service providers. The first was Gmail’s announcement that incoming emails would automatically be sorted into tabs. The second was Yahoo’s decision to reuse dormant email addresses. There has been a lot of debate about the effect of Gmail’s new interface on email [...]
Service quality is directly related to customer expectations. If people expect an exceptional experience, anything less is disappointing. If people expect less, a little more is pleasing. Managing expectations is the first step to consistently delivering top notch service. Doing it well improves customer loyalty and reduces costs. Marketing and service is really promise and [...]
Wouldn’t it be nice to have a single marketing channel that allowed you to reach all of your customers and prospects? Think about how it would affect your marketing efforts. You could invest your time in optimizing every aspect of the channel instead of searching for new ways to connect with the people most likely [...]
Lost opportunities and missing service The dispute between DISH Network and Media General started with a compensation disagreement and escalated to a request for FCC mediation. Until it is resolved, eighteen channels in ten states have gone dark. This leaves DISH customers and Media General viewers in limbo until the two can work out a [...]
