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
Customer Service in the World of Web 2.0
Many businesses tend to focus on acquiring NEW customers and lose sight of focusing upon EXISTING customers. The long term value of a customer is far greater than their initial purchase. Existing customers are the FOUNDATION of the holy grail of advertising... word of mouth advertising. One of the most frustrating parts about working with clients on their marketing is the … [Read more...] about Customer Service in the World of Web 2.0
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