It is often said that small actions lead to big results – some good and some bad, but the absence of action could create irreparable damage beyond your imagination. So when it comes to taking care of loyal ,profitable customers, why do so many companies pay lip service to the notion that the customer comes first? Is customer service your most powerful retention tool or your competitors’ most powerful acquisition tool? Let me share with you a real-world example of what I’m referring to: [Read more...]
Customer Service – Your most powerful retention tool or your competitors most powerful acquisition tool?
Are we past the VMAs yet? Can we stop talking about Miley Cyrus? Well, no. Actually, I want to take a swing. Whatever you think of Miley’s bold moves, you have to agree with her: it was a hot mess, but a strategic hot mess – one that yielded impressive digital marketing results. Sure, Miley has been a digital marketing success since Disney first aired Hannah Montana. According to Google Trends, she has been in the top 10 of its Trends Chart for actors for 78 months. (In case you’re wondering about the math, she was 13 1/2 when she entered this list.) But her future success depends on the transition from teen to adult. Perhaps Miley could make a classy transition like a few other entertainers (Justin Timberlake might be a good example), but there’s a good argument for taking the shock route. Look at her competition: Justin Bieber, Katy Perry, Lady Gaga, Britney Spears, and yeah, let’s throw in Taylor Swift. [Read more...]
When reporters speak in public about how they gather information and decide which stories to write, they tend to sound like scientific researchers, claiming to spend long hours objectively sifting through data until they find stories worthy of coverage. But in a rare display of honesty, New York Times tech reporter Jenna Wortham had the courage to admit in a recent blog post that the “sifting through data” method isn’t really how stories get covered. “It’s not an exact science. It is more a balance between intuition and reporting,” she wrote. “The tipping point – the moment at a which a start-up moves from being an interesting company on the periphery of your radar to a notable one that is prime for covering is hard to pinpoint. In some ways, it’s just a feeling based on experience.” That’s about as far as Wortham takes us into the sausage-making factory. But commenter “Matt Braynard” took it a step further: “[Reporters] are incapable of making the correct decisions on these things … You’re the unknowing marionettes of whichever tech firm’s marketing department figures out how to best pull your strings and manipulate you into writing what they want you to write.” [Read more...]