How to Mess Up a Perfectly Good Customer Experience

As a marketer, you should be overly concerned about how your customers experience your brand, products and customer service. I evangelize how in the internet age it’s very easy for a company to wind up getting skewered via social media. But all isn’t the same out there. I come across businesses daily who don’t have [...]

Attention Marketers: Watch this episode of Undercover Boss now

This Sunday’s episode of Undercover Boss, focused on GSI Commerce and it’s CEO Michael Rubin. It’s all about direct marketing, customer service, call center training and shipping and fulfillment. Lots of great nuggets of info to learn from here.

6 Marketing and Management Tips to learn from TV’s Undercover Boss

But that’s not why I’m writing about the show. Here’s why: While I highly doubt it’ll happen, every CEO and C-level executive in America should watch “Undercover Boss.” But since they won’t, here are six takeaways for any businessperson from CEO on down:

1. If you…

Communication 2010: The “smartphone stoop”, multitasking and a cautionary note

I was sitting at my desk working, crunching some numbers in Excel. At the same time, I was watching tweets pop up on TweetDeck (retweeting ones that I like, of course) and instant messaging a client on AIM, when the phone rang. So I take the phone call, start talking and a text message pops up on my phone. All the while I’m checking my emails. Good thing Facebook wasn’t open, or I would probably be getting IM’s from there too.

An Important Announcement to ALL Environmentalists & Direct Mail Haters (no political correctness here)…

“No trees were killed in the sending of this email. However, a whole bunch of electrons were terribly inconvenienced.”

The above is the email signature of a friend of mine. While meant to be tongue-in-cheek, it actually makes a strong, yet entirely off base point: Electronic mail is somehow less harmful to the environment than paper-based mail.

Correct me if I’m wrong, but the sending of email does kill trees (I’ll discuss this more below).

6 key takeaways for getting a handle on this new-fangled social media customer service

To me it’s simple: Make it easy to speak with me or my business goes elsewhere. But the big impact on my life was the discovery of social media as a customer service tool

New word of the year – “Unfriend”

For those of you naysayers who believe that social media is a fad, a toy, or something that cannot drive business robustness, engagement and ROI, I have one word for you…

Win a Free One hour Social Media Consultation as Part of My One Year Anniversary Celebration

So here is a contest for you….

Guess how many blog page views I have had in the last year to win.

Winner gets a free one hour review and recommendation of either your linkedin profile, or your own social media sites. Closest the the exact number of page views wins. Post your answer to the comments below to win. Contest ends 11/30/09.

David Ogilvy had it right!

It’s time to go back to the future with David Ogilvy. Direct vs General vs. Internet vs. Social Media. Direct wins hands down. Here’s why…

Just how powerful is social media? Some amazing stats!

Just how powerful is social media? I can’t wait to hear your comments on these stats and facts about social media.