Insights

  • On Target for the Holiday Shopping Experience

    The news is awash with stories on how the country’s retailers are gearing up for the mad holiday rush that begins with Black Friday. Most of the news has to do with price promotions, store hours and staffing to handle the increase in store traffic. As an example, a story on DSN Retailing Today outlines how mass market giant Target is preparing for the holiday’s with the customer experience in mind.

  • Nice Guys Finish First

    In an industry that is the poster child for a bad economy and despicable customer service, Southwest is on track to have its 37th consecutive profitable year.

  • Getting Satisfaction

    Only time will tell if this is a resurgence of the long-trusted brand. However, the trend is that sales performance is directly linked to customer satisfaction.

  • Getting it Right in the First Place

    It is true that all organizations have problems to solve at one point or another and the way they solve them goes a long way toward establishing long-term customer relationships. But we should never lose sight of the easiest and least expensive form of service recovery which is getting it right in the first place.

  • Tips for Holiday Retail Cheer

    It’s a funny time in retail. The Holiday’s generally bring a surge of business as consumers splurge on gifts and other items to help brighten the season. However, this coming Holiday season feels very different. Nielsen tells us that consumers continue to make fewer trips to the store.

  • Don’t Discount the Discount

    Much is being made out of the necessity to build brands using social networking tools like Twitter and Facebook. A recent study tells us that they key tactic to building such networks may be the same as building the brands in traditional marketing. In other words, if you want to build your on-line network, offer the consumer a deal.

  • Is it Live? Does it Have to Be?

    Even though it’s hard to foresee any real challenges or compeitive threats emerge for Google, expect the customer service challenge and the solution to evolve through time.

  • Measures Matter

    A recent article provides a vivid example by breaking customer service down into primary elements of greeting the customer, responding quickly to their requests, fulfilling their orders in a timely manner and dealing with problems.

  • Souping Up Product Position

    BBDO asked grocery stores if they would be willing to place chicken noodle soup in the cold medication aisle. Not only does this tactic seem incredibly smart, but it also makes a consumer connection by offering a choice in a direct, and yet entertaining and informative way.

  • A Ballad of Bad Service

    There is no shortage of stories that chronicle a truly bad customer experience, but not many reach almost mythical status. The application of social media makes this possibility stronger than ever.