Over at the Church of the Customer blog, Jackie Huba writes of a horrible customer service experience she endured as she tried to purchase a gift certificate as a gift for a friend. In Handling fee, or manhandled? Jackie writes candidly of her experience. Fortunately, the business owner is web savvy enough to have a Google Alert set to alert her to when her business is being … [Read more...] about What Every Business Owner Needs to Know About Web 2.0
the long term value of a customer
Viral Marketing Gone Horribly Awry
Viral Marketing... it's the holy grail of marketing. A video or other marketing device which gains a life of it's own and is distributed with alarming voracity across the web. It's great when the viral marketing is spreading the story of your success... it's horrible when it's spreading ill will. Take for example, the new iPhone 3 G. The last thing Apple wants is for the … [Read more...] about Viral Marketing Gone Horribly Awry
Word of Mouth Marketing
Word of mouth marketing is the most effective type of marketing. It's so effective because your customer is putting their reputation on the line. Your customer has nothing to gain from their recommendation but the appreciation of their friends and family. Ideally, as people talk about good products and services, word spreads to more and more people. They not only speak out on … [Read more...] about Word of Mouth Marketing
The long term value of a customer
Or, how much is your customer worth over the long haul. The past few weeks have been more than a bit trying around here. In addition to getting ready to publish my book Beyond the Niche: Essential Tools You Need to Create Marketing Messages that Deliver Results, I've also had the added stressor of sending my oldest away to college. Last night, after spending the weekend at … [Read more...] about The long term value of a customer